Senior Key Account Manager

The Senior Key Account Manager for MSME lending business is responsible for managing and growing key client relationships within our lending division. The ideal candidate will be responsible for maintaining existing client accounts, driving revenue growth, and ensuring exceptional customer service. This role requires a deep understanding of lending products, strong negotiation skills, and the ability to develop long-term partnerships.

Account Management

• Manage a portfolio of high-value lending clients, ensuring strong relationships and customer satisfaction.
• Develop and implement account growth strategies to drive revenue and increase customer retention.
• Act as the primary point of contact for clients, addressing inquiries, resolving issues, and providing tailored lending solutions.
• Identify opportunities to upsell and cross-sell lending products and services to meet client needs.
• Work closely with internal teams, including underwriting, credit, and operations, to ensure seamless servicing and account management.
• Analyze Partners requirements to recommend appropriate products and services.
• Negotiate terms and conditions with Partners, ensuring compliance with company policies and industry regulations.
• Monitor market trends and competitor activities to provideinsights and recommendations for business growth.
• Prepare reports on account performance, revenue forecasts, and client feedback.
• Mentor and support junior account managers as needed

Audit, Compliance and Governance

• Coordination with Internal Audit Team for ops related compliance

And support External Auditors in monitoring the ops process

• Adherence to Regulations related to the current product
• Managing LOS and Loan Management Service (LMS) in terms of enhancements and new features
• SOP enhancements and process alignment internally and externally
• Adherence to Compliance of Policies and Procedures,
• Monthly Review Calls with partners, agencies and internal stakeholders

Customer Service

• Set up the Customer Service process for the vertical
• Train the team and also align the infrastructure to have best in class CS.
• Understand the regulations around the customer complaints and make sure it is handled with prime importance

Reconciliation

• Set up sop and processes for reconciliation for internal and external stakeholders.
• Overviewing Reconciliation Process on regular basis.
• Processing Repayments and Refunds as per the agreed sop
• Monitoring Foreclosures

Process Automation

• Preparing and Implementing SOP
• Quarterly Review of Processes
• Align with product team for enhancement and automation

Data Management

• Reviewing and Revamping Reports for team and management
• Managing MIS for Operations Function
• Data Evaluation for better decisions

Internal Stakeholders

External Stakeholders

• Operations Team
• Credit Team
• Collections Team
• Internal Audit Team
• Finance Team
• HR Team
• Management
• Admin and Marketing team

• External Audit Team
• Partners Ops team
• Partners Collection Team
• Recovery Agencies

• 7+ years of experience in account management, sales, or relationship management within the lending or financial services industry.
• Strong knowledge of lending products, including commercial loans, personal loans, and mortgage lending.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to track PnL
• Proven track record of meeting and exceeding sales targets.
• Proficiency in Microsoft Office Suite.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving skills and attention to detail.

Experience of 7 yrs with Key Account Management or other lending products with fintech, leading banks or NBFCs degree in Business Administration, or a related field. MBA or equivalent preferred.