Principal Nodal Officer, HSBC

HSBC

Location:
India, Mumbai

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Principal Nodal Officer 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 role acts as an intermediary between the bank, RBI and customers, and entails customer service management procedures with the aim of improving customer service provision.

Job Responsibility:

Resolve customer complaints effectively to improve customer satisfaction
Conduct root cause analysis of complaints to prevent reoccurrence
Deliver fair outcomes for customers and ensure orderly operation of financial markets
Act as an internal voice of customer and present areas of concern to Senior Management
Take an independent view of complaints and arrive at resolution
Work with customer care centre towards customer complaint resolution
Foster positive and empathetic culture within the organization
Engage with support units to roll out processes to prevent complaint reoccurrence
Communicate and embed HSBC policy and procedures
Facilitate and monitor adherence to complaint guidelines
Draft new policies and review existing ones
Assist in conceptualizing training for WPB touch points
Track high Risk complaints and ensure timely resolution
Report breaches to appropriate authorities
Oversee data protection and service level agreements
Engage with RBI and Banking Ombudsman effectively
Respond to regulators within laid down timelines
Implement Complaint Handling Guidelines

Requirements:

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
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

Nice to have:

Additional specialization in Risk Management, Public Policy, or Governance
Experience in stakeholder management with CXOs, board members, and regulators
Track record of driving organizational compliance culture and influencing policy change

Additional Information:

Job Posted:
September 12, 2025

Expiration:
October 12, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Principal Nodal Officer