Product Support Manager_HO And SUPPORT_0733_1288_1005457

Kotak Mahindra Bank; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Kotak Mahindra Bank is seeking a dynamic Business Development professional in Mumbai to source merchants for POS/UPI and lead generation across markets. The role requires coordinating with branches and RM teams for campaigns, onboarding, activation, and ongoing portfolio management.

You will train branch teams, drive product penetration, and ensure compliant execution of KYC/AML standards while expanding wallet share and managing merchant relationships.

Qualifications

• Experience in merchant acquiring or payments sales preferred.
• Strong relationship-building with branches and RM teams.
• Knowledge of KYC/AML and risk/compliance basics.

Responsibilities

• Source merchants for POS/EDC/Bharat QR/UPI and identify CMS opportunities across markets.
• Collaborate with branches/RM teams to drive leads, campaigns, and product penetration; ensure smooth handover for implementation.
• Onboard, activate and manage merchant portfolios; retain and grow wallet share and respond to service issues.
• Train Branch Banking/Relationship teams to sell CMS and Acquiring products; conduct system demos for clients and run visibility campaigns.

Skills

Lead generation

Merchant acquisition

Relationship management

Training & enablement

Cross-sell / upsell

Job description

Job Description:

1) Business Development & Lead Generation

• Source merchants for POS/EDC/Bharat QR/UPI and identify opportunities for CMS across assigned markets and segments.
• Work with mapped branches/RM teams to drive leads, campaigns, and product penetration and ensure smooth handover for implementation.
• Generate independent leads via references, market mapping, and networking; target priority industries/sectors with tailored propositions.
  • Collections: Physical & Electronic Collections, Smart Collect/Virtual Accounts, Payment Gateway, e-NACH, BBPS, Cash, UPI.
  • Payments: Physical & Electronic Payments, Dividend mandates, vendor/salary payouts, UPI payouts, Corporate Remittance
  • Merchant Acquiring: POS/EDC/Bharat QR with appropriate MDR/subvention constructs.

2) Onboarding, Activation & Portfolio Management

• Coordinate with operations/implementation for seamless go-live; ensure activation and throughput (TPV/collections).
• Build deep client relationships to retain and grow wallets, cross-sell/up-sell adjacent products, and proactively resolve service issues.

3) Enablement, Training & Marketing Support

• Train and enable Branch Banking/Relationship teams to sell CMS and Acquiring products effectively.
• Conduct system demos for Potential & Existing clients; run visibility campaigns and provide marketing collaterals to drive penetration.

4) Risk, Compliance & Governance

• Ensure KYC/AML and documentation standards are met; maintain AOF accuracy and policy adherence.
• Explain chargebacks/fraud risks for all product offering and follow audit/compliance
• requirements throughout deal lifecycle.
• New acquisitions: POS/QR terminals, CMS mandates
• Activation & throughput: TPV, fee realization.
• Penetration: Product adoption across mapped branches/segments.
• Portfolio health: Retention, cross-sell/up-sell, NPS/CSAT.
• Risk & compliance: Zero critical audit findings; KYC accuracy.

Requirements: