Key Account Manager - Merchant Acquisition

Job Description:

Key Account Manager – Payments

Department: Merchant Acquisition / Payments Business

Location: Mumbai (Based in Western line) – R Tech Goregaon

Role Overview:

The Key Account Manager (KAM) will be responsible for managing and growing strategic merchant relationships within the assigned portfolio, specifically merchants generating POS volumes between ₹5 to ₹50 lakhs per month. The role demands experience in the payments industry, deep understanding of merchant acquiring operations, and proactive cross-selling abilities across loans, insurance, and demat products. The KAM will ensure superior service delivery, drive revenue growth, and maximize wallet share from key accounts.

Key Responsibilities:

1. Key Account Management

· Manage a portfolio of high-value merchants with monthly POS throughput of ₹5–₹50 lakhs.

· Act as the primary relationship owner, ensuring seamless service delivery and issue resolution.

· Monitor merchant performance, transaction trends; initiate corrective actions where required.

· Ensure timely deployment, activation, and utilization of POS and digital payment solutions.

2. Revenue & Volume Growth

· Drive incremental POS volumes and increase merchant engagement across payment products.

· Implement portfolio-level strategies to reduce attrition and enhance merchant stickiness.

· Identify upsell opportunities within payment acceptance products (POS, QR, Soundbox, etc.).

3. Cross-Selling & Productivity

· Cross-sell YES Bank products including:

o Business loans / working capital solutions

o Life, general, and health insurance products

o Demat and investment accounts for eligible merchants

· Partner with internal product and sales teams to ensure seamless fulfilment of cross-sell leads.

4. Stakeholder & Partner Management

· Liaise with internal operations, deployment teams, service teams, and fintech partners (e.g., Pine Labs, Innoviti, Mswipe, etc.) to ensure end-to-end merchant satisfaction.

· Work closely with partners to manage auto-settlement, reconciliation, and other service functionalities.

5. Compliance, Governance & Documentation

· Ensure adherence to regulatory guidelines, KYC norms, risk policies, and merchant onboarding standards.

· Maintain accurate merchant records, agreements, and transaction data for audit and compliance purposes.

6. Market Intelligence

· Track competitor offerings, merchant trends, fintech innovations, and market pricing.

· Provide insights to the product and leadership teams for strengthening the bank's merchant value proposition.

Required Skills & Competencies:

· 5–8 years of experience in payments, merchant acquiring, POS/digital acceptance, or fintech partner management.

· Strong understanding of POS operations, settlements, MDR, reconciliation, chargebacks, and merchant lifecycle.

· Proven track record in cross-selling financial products (loans, insurance, demat).

· Excellent communication, negotiation, and relationship-management skills.

· Ability to handle high-value accounts with a customer-centric approach.

· Strong analytical mindset with proficiency in portfolio and volume data analysis.

· Self-driven, target-focused, and able to manage field operations independently.