Banka Batra

Seasoned Real Estate CRM & Operations Leader with 20+ years of progressive executive experience across premium residential developments, luxury townships, and high-rise projects in North India. Currently serving as General Manager – CRM at Club One Estate, Auramah Valley (Imperial Holding Group) — an ultra-luxury gated residential community in the Shimla Hills — with end-to-end accountability for CRM strategy, resident lifecycle management, demand collections, documentation compliance, and strategic reporting directly to the Chairman and Board. Proven track record of institutionalising CRM frameworks, driving receivables and outstanding recovery, managing Builder Buyer Agreement (BBA) pipelines, overseeing RERA compliance and 118 Permission documentation (Himachal Pradesh), and executing possession and handover operations at scale.

Adept at leading high-performance CRM teams, managing channel partner ecosystems, and building robust Financial MIS and Collection Dashboards for senior leadership. Deep expertise spanning Real Estate Operations, Post-Sales Administration, Collections Management, Customer Retention, and Escalation Management — with consistent delivery across luxury and premium residential ecosystems across Punjab, Chandigarh, and Himachal Pradesh.

General Manager – CRM - Club One Estate | Auramah Valley (Imperial Holding Group) - Shimla Hills, Himachal Pradesh

(2025-12)

Spearheading end-to-end CRM and post-sales operations for Auramah Valley — an ultra-luxury gated residential community across the Shimla Hills. Reporting directly to the Chairman with accountability for resident lifecycle management, demand collections, documentation compliance, financial reporting, and team leadership.

• Formulate and execute CRM strategy aligned with the Chairman's vision and overall business objectives, covering all 11 residential blocks (Nightingale, Sparrow, Flamingo, Peacock, Oriole, Daisy, Pine, Magnolia, Falcon, Woodpecker, Hydrangea).
• Drive demand collections and receivables management across all blocks; prepare block-wise Collection Dashboards, pending recovery watchlists, and Financial MIS reports for Chairman-level review.
• Manage the 118 Permission documentation pipeline — a critical Himachal Pradesh land-use regulatory requirement — ensuring timely completion and zero documentation backlog.
• Oversee all back-office sales administration: Builder Buyer Agreements (BBA), allotment letters, demand notices, payment receipts, KYC compliance.
• Administer NOC and leasing policy enforcement, ensuring dues clearance compliance prior to processing any resident-facing approvals.
• Oversee helicopter service payment tracking and Staff Quarters collections as part of broader community revenue management.
• Prepare financial forecasts covering collections, interest, channel partner incentives, and cash flow projections for senior management and Board reporting.
• Lead, mentor, and develop the CRM team to deliver consistent, high-quality resident service while adhering to documentation timelines.
• Monitor and resolve resident feedback, complaints, and escalations promptly, maintaining high Net Promoter Scores across the community.
• Coordinate with Sales, Legal, Finance, and Facility Management to align CRM operations with project milestones and handover schedules.

Assistant General Manager – CRM - SBP Housing Pvt. Ltd. - Ludhiana, Punjab

(2023-09 - 2025-12)

Led CRM operations, collections management, and post-sales administration across multiple residential projects, ensuring alignment with organisational growth targets and RERA compliance.

• Formulated and implemented CRM strategies across multiple residential projects, ensuring alignment with company growth objectives and customer satisfaction benchmarks.
• Directed back-office sales administration: BBAs, payment receipts, booking form documentation, and complete KYC compliance processes.
• Managed collections and receivables across all projects, coordinating with finance for monthly inflow projections and recovery tracking.
• Led customer retention programs including loyalty initiatives, referral schemes, and satisfaction surveys to maximise post-sales engagement.
• Ensured CRM system adoption and delivered structured training programs across the sales team and broker/channel partner networks.
• Provided RERA compliance oversight and legal coordination to ensure adherence to applicable real estate regulations.
• Monitored broker and channel partner incentives, tracked payouts, and prepared channel performance dashboards for senior management.

Deputy General Manager – CRM - DD Builders – 'Altura – Jagan'z Classic Residency' - Ludhiana, Punjab

(2021-11 - 2023-09)

Held overall charge of post-sales customer satisfaction, collections, possession management, and project documentation for a premium high-rise residential project.

• Managed end-to-end post-sales operations including customer satisfaction, collections, and possession-related activities.
• Prepared all project documentation: Builder Buyer Agreements, allotment letters, and charge schedules in consultation with senior management.
• Managed project handover, possession ceremonies, and registry coordination with government authorities.
• Liaised with financial institutions for project approvals and maintained ongoing institutional relationships.
• Monitored construction schedules, coordinated inspections, and provided progress updates to management and stakeholders.
• Supervised facility and site operations including infrastructure, security, and maintenance across 24x7 environments.
• Managed the collections team to ensure receivables were maintained as per company norms and recovery targets.

Deputy General Manager – Administration - Sandwoods Infratech Projects Pvt. Ltd. - Chandigarh

(2018-11 - 2021-10)

Served as principal operational interface between the Owner, Department Heads, employees, clients, and external stakeholders across multiple project sites.

• Managed information flow, monthly financial reporting, vendor/supplier identification, and third-party contractor management across all sites.
• Oversaw administration: office facilities, security services, and end-to-end facility management.
• Monitored construction schedules and coordinated inspections to proactively mitigate project delays.
• Ensured all statutory requirements and licenses were current through effective liaison with government authorities.
• Organised corporate and CSR events including venue selection, logistics, and multi-stakeholder coordination.
• Managed post-sales customer satisfaction, collections, and grievance resolution for residential projects.

Business Development Manager – Sales - ATM Estates Pvt. Ltd. – Project 'Amritsar One' - Amritsar, Punjab

(2011-09 - 2018-10)

Managed sales operations and channel partner network for a large-scale residential project over a 7-year tenure, driving sustained revenue growth and channel expansion.

• Developed and implemented broker incentive schemes and sales programs to maximise project offtake and channel partner engagement.
• Led collections and post-sales customer satisfaction, achieving consistent receivables targets across the project lifecycle.
• Handled all project documentation including BBAs, allotment letters, and financial institution approvals.
• Organised promotional activities through real estate exhibitions, road shows, and channel partner engagement events.

Territory Manager – Retail & SME - Royal Sundaram Alliance Insurance Company Ltd. - Gurgaon (Northern Region)

(2006-03 - 2010-11)

Drove sales targets, channel development, and bancassurance tie-ups across the Northern Region for one of India's leading general insurance companies.

• Achieved and exceeded budgetary and sales targets through channel development, agent recruitment, and team motivation initiatives.
• Managed bancassurance tie-ups for the Northern Region with Standard Chartered Bank, Citibank, ING Vysya Bank, and Lakshmi Vilas Bank.
• Conducted market analysis and customised sales action plans for channel teams across the region.
• Recognised as 'Regional Champion – North' (2009–10); achieved 120% of annual budget for two consecutive financial years; maintained ~70% renewal retention.

Post Graduate Diploma in Business Administration - Business Administration - Symbiosis Centre for Distance Learning (SCDL), Pune (2009)

Post Graduate Diploma in Insurance & Risk Management - Insurance & Risk Management - BIMTECH, Greater Noida (2004)

Bachelor of Commerce - Commerce - Bhim Rao Ambedkar College, University of Delhi (2002)

Diploma in Information Technology - Information Technology - NIIT Ltd. (2002)