Customer Relations Manager (After Sales)

About the Role:

This role oversees the company's end-to-end after-sales operations, ensuring efficient billing, collections, documentation, loan processing, and customer support for property buyers. It is responsible for driving timely collections, maintaining accurate documentation, facilitating smooth loan take-outs and unit turnovers, and leading a team that delivers excellent customer service throughout the post-sale journey.

Key Responsibilities:

Billing & Collections

• Oversee daily billing and collection operations, including Statement of Account (SOA) issuance, payment monitoring, and official receipt processing.
• Monitor overdue accounts and implement effective collection strategies to improve payment performance.
• Negotiate payment arrangements with clients and ensure timely follow-ups.
• Prepare collection, aging, and performance reports with actionable insights for management.
• Ensure timely issuance of reminders, demand letters, and cancellation notices in accordance with company policies.

Documentation & Loan Processing

• Ensure the completeness and accuracy of buyer documentation, including Contract to Sell (CTS), Deed of Absolute Sale (DOAS), loan take-outs, and titling requirements.
• Coordinate with banks, Sales, Treasury, and internal stakeholders to facilitate timely loan approvals and releases.
• Monitor documentation timelines and proactively resolve issues that may delay loan take-outs and cash collections.
• Maintain compliance with regulatory and company documentation requirements.

Unit Turnover Coordination

• Ensure buyers have completed all documentary, payment, and financing requirements before unit turnover.
• Coordinate turnover schedules with project teams and Treasury to ensure readiness.
• Manage client communications throughout the turnover process and resolve concerns promptly to support customer satisfaction and minimize cancellations.

Customer Care & Team Leadership

• Lead, coach, and develop the Accounts Management and Customer Care team to achieve collection targets, service levels, and operational KPIs.
• Handle escalated customer concerns related to billing, payments, documentation, and after-sales support.
• Collaborate with Sales, Marketing, Treasury, Legal, and Project teams to improve customer experience and operational efficiency.
• Identify opportunities to enhance billing, collections, documentation, and after-sales processes.

Qualifications:

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field.
• At least 5 years of experience in billing, collections, documentation, and after-sales operations within the real estate or property development industry.
• Minimum of 2 years of supervisory or managerial experience, leading a team of at least three direct reports.
• Proven experience handling:
  • Billing and collections
  • Loan take-outs
  • Contract to Sell (CTS)
  • Deed of Absolute Sale (DOAS)
  • Bank financing coordination
• Strong understanding of collection strategies, account aging, and property documentation processes.
• Familiarity with Pag-IBIG financing, in-house financing, and bank accreditation processes is an advantage.
• Proficient in Microsoft Excel and accounting or ERP systems.
• Strong leadership, analytical, communication, stakeholder management, and problem-solving skills.
• Able to manage multiple priorities in a fast-paced, deadline-driven environment.

Why This Role Matters

This role plays a critical part in ensuring healthy cash flow, timely loan processing, accurate documentation, successful unit turnovers, and an exceptional after-sales experience for property buyers while leading a high-performing customer care and accounts management team.

Work Setup: Onsite | Compressed Work Week (CWW), Flexi-time