Analysis of Key Account Management at bkash Limited: An Internship Experience Perspective

Abstract

bKash Limited is a joint venture with BRAC Bank Limited. The purpose of bKash Limited is to meet the increasing demand for mobile banking services in Bangladesh. The division where I worked was the Merchant Division. Basically, the Merchant Division at bKash is responsible for developing and managing collaborations with businesses and retailers so they can accept payments via the bKash platform. This division collaborates with various types of merchants, including retail stores, restaurants, e-commerce platforms, utility service providers, and others. This position requires good communication skills, authority, and the ability to work in a fast-paced environment. I used to participate in the core tasks of the key account management department. My core roles are leading, approaching, meeting, onboarding, training, and retention. At first, leading was basically field work and scanning, where I went to different places to collect information about merchant accounts and made a spreadsheet for my line manager. Then, in approaching, I explained the benefits of merchant accounts to the targeted customers through phone or email. In the form of meetings, I have visited many reputable restaurants and hotels to further convince the customers to open merchant accounts. The other thing is onboarding, where I collected the required documents and filled in the form KYC (Know Your Customer). In the training part, I make sure that the merchant knows how to use the MR portal and how to take payments. And finally, in the retention part, my task was to collect the restaurants and hotels' information in a single spreadsheet, form a good relationship with the merchants, and propose to them our offers of campaigns. Overall, I interacted directly with all the core tasks of Key account management. The overall study is divided into several parts, including an introduction, historical background of the company, divisions, and service mix of bKash, strengths and weaknesses of the company, external environmental factors, my overall job experience as an intern, recommendations, and a conclusion. From the report, our broad focus is to get to know about the “Analysis of Key Account Management at bKash Limited: An Internship Experience Perspective” and find the functions that are run to be the market leader and get a sustainable competitive advantage.