Process Improvement Adherence

Job Role:

We are looking for a proactive and detail-oriented Field Relationship Manager (FRM) for the PIA department. The role involves calling and field visits to audit and monitor the performance of FRMs across departments and ensure that customers receive accurate information as per company policies.

Key Responsibilities:

Conduct calling and field visits to audit customer interactions and FRM activities.

Audit whether FRMs are providing correct and policy-compliant information to customers.

Verify customer communication, property/service details, pricing and commitments made by FRMs.

Identify gaps, discrepancies or policy violations and report them to the concerned teams.

Maintain audit reports, observations and follow-up actions.

Coordinate with internal teams to improve customer experience and process compliance.

Ensure adherence to company policies, processes and communication standards.

Requirements:

Good communication and customer-handling skills.

Comfortable with calling and regular field/site visits.

Strong observation, analytical and problem-solving skills.

Ability to identify discrepancies and maintain accurate reports.

Prior experience in FRM, field sales, customer service, quality/audit or real estate is preferred.