Senior Key Account Manager

Role Title

Senior Key Account Manager

Employee Interviewed

Reports To

Cross – Sell Owner

Company

MFL ONE

Function/Department

MSME

Location

Bangalore

Written By

      Bhuvaneswaran S

Approved By (Functional)

Nidhi & Chandan

Approved By (People & Culture)

Bhuvaneswaran S

Date (Written On)

April 2025

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 

• About Company

  Muthoot Finance Ltd. is India’s largest Non-Banking Financial Company (NBFC) specializing in gold loans. Headquartered in Kochi, Kerala, the company offers a wide range of financial services including personal loans, insurance, money transfer, forex, and microfinance. Its core business is providing instant loans against gold jewellery, primarily serving the unbanked and underserved population across urban and rural India. With over 6,000 branches and a strong presence in international markets like the UAE, USA, and UK, Muthoot Finance is known for its deep-rooted trust, operational scale, and strong commitment to financial inclusion. The company is publicly listed and regulated by the Reserve Bank of India.

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