PRIYANKA CHHABRA
Head Of Collections
Dubai
Summary
Accomplished Collections and Experience Leader with over a decade of progressive leadership across premier real estate organizations in the UAE and India. Brings proven expertise in overseeing large-scale client portfolios, post-sales lifecycle management and revenue assurance across diverse asset classes. Known for establishing end-to-end operational control across collections, escalations and customer engagement, while partnering effectively with legal, finance, and project delivery functions. Adept at leading high-performing teams, driving process integrity, and safeguarding customer relationships through a balance of commercial discipline and service excellence.
Overview
15
15
years of professional experience
Work History
Head Of Collections
CITI Developers
08.2025 - Current
- Established key performance indicators to measure collections effectiveness, driving accountability within the team.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Collaborated with cross-functional teams to align collection efforts with overall business objectives and customer satisfaction goals.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Developed strategic plans for day-to-day financial operations.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Utilized advanced negotiation skills to secure favorable settlements in complex collection scenarios.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Led collections team to optimize accounts receivable processes and improve cash flow management.
Senior Manager - Collections & CRM
AZIZI DEVELOPMENTS LLC
Dubai
06.2020 - 07.2025
- Spearheading a high-value portfolio exceeding AED 700M, spanning both residential and commercial properties, including due, overdue, and advance collections, as well as handover-linked queries.
- Overseeing collections from high-value and elite clients, including bulk unit owners, ensuring timely recovery of due and overdue instalments through proactive engagement and follow-ups.
- Handling recovery for high-value and sensitive accounts, including exclusive responsibility for Burj Azizi units, starting from AED 7.5M+ per unit.
- Deploying tailored collection strategies such as unit swaps, consolidations, settlement discounts, payment plan change and penalty waivers to increase collections, revenue and close complex cases.
- Overseeing daily outreach efforts by team members to ensure each executive engages with 30+ clients through WhatsApp, email, calls, and meetings-driving timely collections and sustaining strong client relationships.
- Owning end-to-end post-sales journey for a portfolio of 1,000+ clients, by leading a 5-member team and overseeing all operational, financial and legal processes from sale closure to final handover.
- Collaborating cross-functionally to execute payment restructures and resolve account discrepancies, ensuring compliance with company policies and customer satisfaction.
- Coordinating internally with finance, documentation, legal, mortgage, and sales admin teams to address client queries related to SPA, receipts, DLD registration, account statements, and notices.
- Drafting customized approval memos and exception proposals for senior management, facilitating resolution of complex, high-value, or sensitive accounts outside standard policy.
- Continuously monitoring team performance by auditing random cases, reviewing call recordings, and verifying follow-ups across email, phone, and WhatsApp to ensure service consistency and compliance.
- Driving ongoing service improvements by analysing team feedback, identifying skill or process gaps, and implementing targeted coaching and development initiatives.
- Managing escalated and high-risk cases-including legal disputes and termination risks by coordinating with legal, documentation, and senior stakeholders to negotiate resolutions.
Executive - Collection Specialist
DAMAC PROPERTIES LLC
Dubai
12.2019 - 03.2020
- Managed portfolio of 300+ clients worth AED 360M, overseeing overdue, due & advance collections across residential estate.
- Maintained accurate and traceable account records using Excel and Salesforce, ensuring data reliability and internal visibility across 30+ active clients daily.
- Contributed to monthly and quarterly collection targets by exception handling, and timely client engagement.
Assistant Manager-Collections & CRM
EMAAR INDIA PVT LTD
Gurgaon
04.2018 - 08.2018
- Managed the customer email channel, handling an average of 45+ emails daily with a committed 24-hour response time, enhancing client experience and communication transparency.
- Improved client satisfaction through clear, accurate, and timely written responses, outperforming previous communication benchmarks.
- Acted as a central liaison between internal departments and clients, streamlining coordination and accelerating issue resolution through structured email workflows.
Senior Executive-Collections & CRM
IREO PVT LTD
Gurgaon
05.2016 - 04.2018
- Managed collections for ready-to-move residential units, ensuring timely follow-ups, recovery of dues & accurate maintenance of records.
- Coordinated with bank representatives to expedite loan disbursals and documentation, supporting clients in securing timely financing.
- Handled critical post-sale documentation including name changes, ownership transfers, death cases, cancellations, restorations, and unit consolidations, ensuring compliance and accuracy.
- Addressed complex queries related to demand notices, agreement execution & approvals, facilitating seamless client lifecycle transitions.
- Resolved 40-45 client queries daily through emails, calls, and face-to-face meetings construction updates, site visits, and documentation requests.
- Collaborated with internal departments to ensure timely updates & delivery of customer commitments, enhancing client satisfaction.
Customer Interaction Officer - Collections & CRM
SARE Homes Projects Pvt Ltd
12.2014 - 05.2016
Senior Executive - Collections & CRM
Spaze Towers Pvt Ltd
07.2013 - 10.2014
Collection Specialist
Emaar MGF Land Ltd
11.2011 - 06.2013
Executive - Customer Service
GE Capital
08.2007 - 10.2011
Education
MBA - Marketing
Middlesex University
01.2020
B.Com - undefined
Delhi University
01.2012
Skills
- Portfolio Management
- Strategic Collections
- Customer Lifecycle Management
- Escalation Handling
- Stakeholder Coordination
- SLA & TAT Governance
- Real Estate Documentation
- Legal & Finance Interface
- Exception Case Management
- Audit Compliance
- Oracle
- IBM Lotus Notes
- Salesforce
- Tally
- SAP
- MS Suite
Skills Development
- Cross-Cultural Awareness, 2019-02-01
- Data Analytics Essentials, 2018-12-01
- Managing Projects, 2018-11-01
- Leadership and Team Building, 2018-10-01
Key Impact Areas
- Strategic Revenue Leadership, Maintained consistent 90%+ yearly collection efficiency, with 116% target overachievement, 2025-01-01
- Enterprise-Wide Recognition, Ranked among the Top 10 performers company-wide at the GALA Awards for three consecutive years (2022, 2023, 2024)
- Performance Excellence, Achieved monthly KPIs of 90%+ in collections, client query resolution, and complaint handling and 80%+ in complex recovery, SLA adherence, and cross-functional collaboration.
- Governance & Exception Handling, Routinely prepared and submitted high-stakes exception proposals for senior management approval, ensuring compliance maintaining audit-ready documentation across the portfolio.
Personal Information
- Driving License: UAE Driving License
- Visa Status: 10-year US visa, 5-year UK visa
Awards
- Employee of the Month, Azizi Developments, 2022-04-01
- Employee of the Month, Azizi Developments, 2024-01-01
- Performer of the Month, Azizi Developments, Recognition Certificate-Multiple times consecutively over the years
Timeline
Head Of Collections
CITI Developers
08.2025 - Current
Senior Manager - Collections & CRM
AZIZI DEVELOPMENTS LLC
06.2020 - 07.2025
Executive - Collection Specialist
DAMAC PROPERTIES LLC
12.2019 - 03.2020
Assistant Manager-Collections & CRM
EMAAR INDIA PVT LTD
04.2018 - 08.2018
Senior Executive-Collections & CRM
IREO PVT LTD
05.2016 - 04.2018
Customer Interaction Officer - Collections & CRM
SARE Homes Projects Pvt Ltd
12.2014 - 05.2016
Senior Executive - Collections & CRM
Spaze Towers Pvt Ltd
07.2013 - 10.2014
Collection Specialist
Emaar MGF Land Ltd
11.2011 - 06.2013
Executive - Customer Service
GE Capital
08.2007 - 10.2011
MBA - Marketing
Middlesex University
B.Com - undefined
Delhi University