Job descriptionHead – Projects Quality, Business Excellence & Innovation Function - Projects / Business Excellence Reporting To - MD / CEO / Executive Director Location - Mumbai Role Purpose - Build and institutionalize a robust quality culture across the entire real estate project lifecycle. - Drive excellence from design, approvals, construction, handover, and post-possession. - Improve project quality, delivery predictability, and customer satisfaction. - Promote innovation in construction methodologies, materials, and technology. - Enhance brand differentiation through superior quality and operational excellence. Key Responsibilities 1. Project Quality Management - Establish quality standards for design, engineering, and construction. - Review design coordination among Architectural, Structural, and MEP consultants. - Standardize material specifications and quality benchmarks. - Monitor execution quality across civil, finishing, MEP, and external development works. - Implement stage-wise quality gates (Design Freeze, Mock-ups, Sample Flats, Pre-Handover Audits). - Conduct periodic quality inspections and site audits. - Ensure timely closure of Non-Conformance Reports (NCRs). - Minimize rework, snag lists, seepage, water leakage, and maintenance defects. - Drive continuous quality improvement across all ongoing projects. 2. Standardization & Process Excellence - Develop and implement Project Execution SOPs. - Establish standardized construction quality checklists. - Implement snag management and quality tracking systems. - Standardize consultant coordination protocols. - Define uniform handover and possession standards. - Develop standard BOQs, specifications, and material standards. - Benchmark quality practices across luxury, premium, redevelopment, and affordable housing projects. - Drive process standardization across all project sites. 3. Customer-Centric Quality - Strengthen Voice of Customer (VOC) across the customer lifecycle. - Monitor quality from booking through possession and Defect Liability Period (DLP). - Analyze customer complaints and identify recurring quality issues. - Reduce the gap between sample flat quality and delivered product. - Improve customer handover experience. - Ensure timely resolution of post-possession defects. - Improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS). 4. Innovation & Technology - Identify and implement modern construction technologies. - Evaluate Aluform, Precast, Prefabrication, Drywall Systems, and Modular Construction. - Introduce sustainable materials and green building practices. - Drive adoption of cost-effective and durable construction solutions. - Implement BIM and digital project monitoring tools. - Introduce quality inspection and snag management applications. - Promote PropTech solutions across projects. - Balance cost, speed, and quality through innovation. 5. Governance & Compliance - Ensure compliance with RERA commitments and approved specifications. - Monitor adherence to local authority regulations. - Ensure compliance with contractual quality commitments. - Support Legal and Customer Care teams in quality-related disputes. - Identify quality risks during project planning and feasibility. - Strengthen governance through regular compliance audits. 6. Capability Building & Leadership - Train engineers, project teams, and contractors on quality standards. - Promote best construction and finishing practices. - Build customer-focused project delivery culture. - Mentor Project Heads and QA/QC teams. - Conduct quality awareness and technical training programs. - Foster a culture of quality ownership and continuous improvement. Key Success Metrics (KPIs) - Reduction in customer complaints per unit. - Reduction in project rework costs. - Reduction in snag count during handover. - Reduction in water leakage and seepage complaints. - Improvement in First-Time-Right handovers. - Improvement in project quality audit scores. - Improvement in Customer Satisfaction (CSAT). - Improvement in Net Promoter Score (NPS). - Increased adoption of innovative construction technologies. - Reduction in execution deviations from approved specifications. - Higher compliance with quality standards and SOPs. - Timely closure of NCRs and quality observations. Ideal Candidate Profile Education - B.E. Civil Engineering or Bachelor of Architecture. - MBA / M.Tech preferred. Experience - 18–25 years in Real Estate Development or Construction. - Experience in large residential, commercial, or mixed-use developments. - Strong exposure to project execution and construction quality. - Experience in QA/QC systems and finishing quality. - Expertise in customer handover and possession management. - Experience managing multiple consultants and large project portfolios. Critical Competencies - Strong knowledge of construction quality management. - Expertise in project execution and finishing excellence. - Practical understanding of on-site construction challenges. - Strong analytical and problem-solving skills. - Ability to influence Project Heads, Consultants, and Contractors. - Leadership and stakeholder management capabilities. - Customer-centric approach to project delivery. - Process improvement and operational excellence mindset. - Strong governance and compliance orientation. - Strategic thinking with execution focus. - High attention to detail and finishing quality. - Ability to drive innovation and digital transformation in construction. - Excellent communication, negotiation, and decision-making skills.
