Principal Nodal Officer

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If you 're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
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 Managementteam as thePrincipal 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 banks reputation, fostering trust with customers, and demonstrating the banks 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 bythe 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 effect
Job Type: Permanent