Product Support Manager

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.

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.

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.

Risk, Compliance & Governance:

• Ensure KYC/AML and documentation standards are met; maintain AOF accuracy and policy adherence.
• Explain chargebacks/fraud risks for all product offerings and follow audit/compliance requirements throughout the deal lifecycle.

Key Metrics:

• 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.