Product Support Manager_HO & SUPPORT_0733_1288_1005457

Kotak Mumbai, Maharashtra, India

Banking · 10,001+ employees

3 d ago

Senior (5-10 yrs) Full-time India

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About the role

The Product Support Manager is responsible for driving business development, lead generation, and product penetration for payment and collection solutions across assigned markets. They will also manage client onboarding, portfolio growth, and ensure adherence to risk, compliance, and KYC standards.

What they look for

Business Development Lead Generation Merchant Acquiring Portfolio Management Client Relationship Management Product Penetration KYC Compliance AML Compliance Payment Gateway UPI POS Systems Financial Services Sales Training Risk Management Audit Compliance

Requirements

The role requires a bachelor's degree and experience in managing merchant relationships and financial product implementation. Candidates must be capable of training branch teams and maintaining high standards of audit and regulatory compliance.

Full 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.