Principal Nodal Officer

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Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking. Across Asia, where wealth pools are growing faster than in any other region. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers' needs.

We are currently seeking an experienced professional to join the Customer Experience Management team as the Principal Nodal Officer.

Job Introduction

The Principal Nodal Officer (PNO) is a critical role mandated by the RBI to oversee and manage customer grievances and complaints within the retail banking segment. The PNO is responsible for ensuring adherence to RBI guidelines, timely resolution of customer issues, and maintaining a robust grievance redressal mechanism.

The PNO acts as a sole intemediary between the bank, RBI and customers. Additionally, the role entails customer service management procedures, processes, reporting solutions with the aim of improving the customer service provision of HSBC.

Principal Responsibilities

This role is critical to upholding the bank's reputation, fostering trust with customers, and demonstrating the bank's commitment to providing a customer-centric service environment.

• Resolve customer complaints effectively to improve customer satisfaction.

Root cause analysis of complaints to prevent reoccurrence and highlight at various forums

• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Act as an internal voice of customer and present areas of concern indicated by complaints to Senior Management.
• To take an independent view of complaints and arrive at resolution.
• Closely work with customer care centre towards customer complaint resolution.

Foster and conduct a positive and empathetic culture within the organization and in any communication with customers.

• Engage with all support units to roll out processes to prevent reoccurrence of complaints.
• Communicate and embed HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
• Facilitate and monitor adherence of INM and Regional complaint guidelines.
• Draft new policies and review existing ones, Create enablers for successful roll out of this guidelines.
• Assist in conceptualizing training and be a support function to various WPB touch points
• Track high Risk complaints and ensure these are treated with priority and complaints closed within the accepted standards set by INM Complaint handling guidelines.
• Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a breach/potential breach comes to notice of any staff
• Having oversight on data protection, service level agreements . and undertaking annual vendor risk assessment on the vendors for all outsourced activities from a AML and Sanction Perspective
• Engage with RBI and Banking Ombudsman effectively.
• Respond to regulators within laid down timelines.

Effective implementation of INM Complaint Handling Guidelines aligned to FIM

Qualifications - External

• Bachelor's degree in Law, Finance, Economics, Business Administration, or related discipline.
• Master's degree (MBA, LLM, MPA, or equivalent) from a reputed institution.
• Additional specialization in Risk Management, Public Policy, or Governance will be an advantage.
• 10+–15 years of progressive experience in Customer Experience, regulatory compliance, governance, risk management, or legal advisory.
• Prior experience in dealing with regulators, law enforcement, or statutory bodies at a senior level.

Demonstrated success in leading cross-functional compliance or governance projects across large, complex organizations.

• Proven expertise in policy formulation, risk assessment, and control implementation.
• Experience in stakeholder management, particularly with CXOs, board members, and regulators.
• Strong background in escalation management, grievance redressal frameworks, and audit readiness.
• Familiarity with sector-specific regulatory frameworks.
• Track record of driving organizational compliance culture and influencing policy change.

Attributes required for the job holder would include:

• Ability to collaborate with multiple stakeholders to achieve a common objective
• Analytical ability, project management, communication and negotiation skills
• Creativity to adopt and migrate concepts within available resources

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India