Estate Manager - CAM Collections & Owner Relations

Estate Manager – CAM Collections & Owner Relations

Location: Riverdale Aerovista, Mohali

Department: Facility / CRM / Accounts Coordination

Job Type: Full-time, On-site

Experience: 8–15 years preferred About the Role

We are looking for a mature, responsible, and people-oriented Estate Manager – CAM Collections & Owner Relations to manage the collection of Common Area Maintenance (CAM) charges and improve coordination between owners, accounts, and the facility management team.

This is not a desk-only collection role. The candidate will regularly meet owners, understand their concerns, explain the importance of timely CAM payments, coordinate service-related resolutions with the facility team, and ensure that maintenance dues are collected in a professional and respectful manner.

The ideal candidate should be firm yet polite, financially disciplined, good at documentation, and comfortable handling difficult conversations with owners.

Key Responsibilities

CAM Collection & Follow-up

• Maintain unit-wise CAM outstanding and ageing reports.
• Follow up with owners for timely payment of maintenance charges.
• Meet owners personally regarding overdue payments and understand the reasons for non-payment.
• Obtain payment commitments and ensure timely follow-up until closure.
• Coordinate with the Accounts team for billing, receipts, ledgers, reconciliations, and payment updates.
• Track defaulters, repeated delays, disputes, and escalations.

Owner Relations & Mediation

• Act as the first point of contact for CAM-related owner concerns.
• Explain CAM charges, billing process, due dates, penalties, and payment procedures clearly.
• Handle owner objections professionally and convert discussions into practical solutions.
• Build positive relationships with owners through regular communication and issue resolution.
• Ensure service-related complaints affecting CAM payments are properly documented and resolved.

Facility Coordination

• Coordinate with the Facility Manager regarding complaints related to housekeeping, security, landscaping, repairs, lighting, common areas, and other maintenance services.
• Follow up on valid owner complaints and ensure timely closure.
• Share recurring owner concerns with management for corrective action.
• Ensure facility-related issues do not become long-term reasons for CAM payment delays.

Reporting & MIS

• Prepare weekly CAM collection reports.
• Track demand raised, amount collected, overdue amounts, payment commitments, disputes, and escalations.
• Submit tower-wise and block-wise collection reports to management.
• Maintain records of owner meetings, phone calls, WhatsApp communication, and payment commitments.
• Recommend escalation for habitual defaulters as per company policy.

Requirements

Candidate Profile

We are looking for a mature and dependable professional with excellent communication and follow-up skills.

Preferred Background

• Retired Banker with branch operations, relationship management, or recovery experience.
• Real Estate CRM, Possession, or Maintenance Collection professional.
• Residential Society, Township, or Estate Management professional.
• Facility Management professional with owner-handling and payment follow-up experience.
• NBFC or Finance Collection professional with a professional and customer-friendly approach.

Skills Required

• Strong communication skills in Hindi, Punjabi, and basic English.
• Ability to communicate respectfully while maintaining firmness.
• Good understanding of ledgers, outstanding reports, and payment follow-ups.
• Comfortable using Microsoft Excel, WhatsApp, Email, and basic reporting tools.
• Strong documentation and follow-up skills.
• Ability to coordinate effectively with owners, facility teams, accounts, and management.
• Excellent problem-solving skills and a calm personality.
• Willingness to travel within the township and meet owners personally.

Ideal Personality

The ideal candidate should be:

• Mature and presentable.
• Calm under pressure.
• Persistent without being aggressive.
• Service-oriented while maintaining financial discipline.
• Skilled at building relationships.
• Comfortable handling complaints and objections.
• Able to represent the company professionally before owners.

Reporting Structure

The Estate Manager will work closely with:

• Facility Manager
• Accounts Team
• CRM Team
• Management

The role will be responsible for CAM collection performance and owner coordination, while the Facility Manager will continue to oversee maintenance execution and service delivery.

Key Performance Indicators (KPIs)

• Monthly CAM collection percentage.
• Reduction in overdue CAM amounts.
• Number of owner meetings completed.
• Number of payment commitments fulfilled.
• Reduction in 30, 60, and 90-day ageing outstanding.
• Resolution of complaint-linked payment disputes.
• Accuracy of weekly MIS and collection reports.
• Improvement in owner communication and satisfaction.

What We Are Not Looking For

• A junior calling executive.
• A harsh recovery agent.
• Someone who only sends reminders without meeting owners.
• Someone who escalates every issue instead of resolving it.
• Someone who cannot coordinate effectively with the Facility and Accounts teams.

Summary

This role is ideal for a mature professional who can combine financial discipline, owner relationship management, complaint coordination, and consistent follow-up to improve CAM collections while maintaining a positive community environment.

Benefits

• Competitive Salary
• Professional Growth Opportunities
• Stable Long-Term Employment
  
• PF & ESI Benefits (as applicable)
• Supportive Work Environment
  
• Opportunity to Work on a Premium Residential Project