RB - Cards: Key Client Manager - Digital Payments

About the Role
The Key Client Manager – Digital Payments & UPI is responsible for managing and growing relationships with marquee Digital Payments and UPI clients, including large merchants, fintechs, aggregators, platforms, and enterprise ecosystems. The role focuses on deep client engagement, UPI use case expansion, transaction growth, and long term partnership management, ensuring high volume clients achieve scale, stability, and value from the Bank’s UPI and Digital Payments platforms. This is a client centric, commercial role that sits at the intersection of Sales, Product, Technology, and Service, with a strong focus on retention, wallet share expansion, and platform adoption.

Key Responsibilities
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• Act as the primary relationship SPOC for assigned high value Digital Payments & UPI clients.
• Build senior level relationships with founders, CXOs, product heads, and operations leaders.
• Understand client business models, transaction flows, and growth priorities.
• Drive UPI transaction growth, throughput, and success rate improvement for key clients.
• Enable expansion across UPI use cases such as:
• Collect / P2M flows
• Payouts and refunds
• Recurring / AutoPay use cases
• QR based acceptance and platform integrations
• Partner with Product teams to support adoption of new UPI features and enhancements.
• Own coordination for client onboarding, technical integration, certification, and go live stabilisation.
• Ensure smooth execution of upgrades, migrations, and new feature rollouts.
• Proactively manage risks around downtime, tx failures, and operational issues.
• Act as escalation SPOC for client issues impacting transactions, settlements, or uptime.
• Coordinate with Technology, Product, Operations, NPCI / Network teams for resolution.
• Ensure SLA adherence and service stability for high volume clients.
• Support commercial discussions, pricing constructs, and renewals within approved frameworks.
• Ensure all engagements comply with RBI / NPCI guidelines and internal governance norms.
• Track and analyse client wise KPIs including transaction volumes, success rates, growth trends, and issues.
• Support internal reviews and client QBRs with data driven insights.
Qualifications

Optimal qualification for success on the job is:
• Graduation /Post Graduate degree
Role Proficiencies:
• 4 - 8 years of experience in Digital Payments, UPI, Fintech Partnerships, Merchant Acquiring, or Enterprise Account Management.
• Strong understanding of UPI ecosystem, NPCI rules, APIs, and transaction flows.
• Ability to manage large clients and complex multi stakeholder environments.
• Strong communication, commercial judgement, and problem solving skills.
• High ownership mindset with strong customer orientation.