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Job Description
Role Profile
Senior Key Account Manager
April 2025
ROLE SPECIFICATION
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
ROLE SUMMARY (PURPOSE)
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.
ORGANIZATIONAL CHART
KEY RESPONSIBILITIES
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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