KEY RESPONSIBILITIES/ ACCOUNTABILITIES Financial / Functional perspective ? Ensure accuracy and timeliness of billing, demand letters, and milestone processing ? Support achievement of collection targets through backend coordination ? Reduce revenue leakage through strong documentation and system controls ? Monitor backend MIS impacting cash flow and financial reporting Customer/Stakeholder perspective ? Enable seamless customer experience through efficient backend CRM support ? Support front-end CRM teams in resolving customer queries within defined SLAs ? Act as escalation point for backend-related customer issues ? Coordinate with banks, legal teams, and internal stakeholders to meet customer commitments Internal Process Perspective ? Lead backend CRM operations including documentation, registrations, and records management ? Ensure adherence to CRM SOPs, policies, and audit requirements ? Oversee CRM data accuracy, uploads, validations, and reconciliations ? Review and publish CRM MIS, dashboards, and trackers ? Coordinate with Sales, Front-end CRM, Legal, Finance, Projects, and IT teams ? Identify process gaps and drive standardization and continuous improvements ? Guide and review work of Team Members – CRM (Back End Operations) Learning & Growth/Development Perspective ? Coach and develop backend CRM team members ? Build strong process, documentation, and system capability within the team ? Promote accuracy, ownership, and continuous improvement culture ? Drive training on CRM systems, compliance, and backend best practices