This role is responsible for managing the complete customer handover process for completed residential apartments or projects, from readiness confirmation to final possession and post-handover support. The position ensures that each unit is inspected, snags are identified and closed, documentation is complete, and customers receive a smooth, transparent, and professionally managed possession experience. The role requires close coordination with project, QA/QC, MEP, CRM, legal, collections, customer service, facility management, and estate teams to ensure timely handover, defect-free delivery, and effective customer grievance resolution within agreed timelines.
Purpose of the Role
The purpose of this role is to ensure that every customer receives a completed, safe, compliant, and ready-to-use apartment at the time of possession. The role acts as a bridge between the customer and internal departments, ensuring
that all technical, commercial, documentation, and service-related requirements are completed before and after handover.
Scope of Work
Manage pre-handover
readiness checks for apartments, common areas, amenities, infrastructure, and essential services.
Coordinate snag
identification, tracking, de-snagging, reinspection, and closure with the project and support teams.
Handle customer
walkthroughs, possession formalities, handover kits, key handover, and acknowledgement documentation.
Maintain accurate
records in CRM, SFDC, C4C, Qwikspec, MIS trackers, or any other applicable system.
Support post-handover
issue resolution, customer grievance management, escalation handling, and service improvement.
Key Responsibilities
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