Neelima Yadav
Orpington
Summary
Results-driven professional with expertise in data handling, complaint interpretation, and customer-centric strategies. Demonstrates strong analytical skills and attention to detail, complemented by a proven ability to manage teams and enhance their capabilities. Proficient in stakeholder engagement and well-versed in HSBC products, services, and customer journeys. Committed to delivering exceptional results through a focus on customer satisfaction and continuous improvement.
Overview
13
13
years of professional experience
Work history
Customer Proposition Assistant Manager (Premier)
HSBC
2022.09 - 2026.03
- I manage Portfolio Health framework, providing strategic oversight across Complaints, NPS, Attrition, Risks, PIRs and operational governance to drive continuous improvement, customer centricity and strong risk discipline. Key responsibilities include:
- Lead analysis of complaint volumes, identifying root causes, emerging themes, customer detriment risks, and commercial impacts. Socialise performance gaps, with recommendations(strategic/tactical) to resolve and prevent recurrence.
- Drive accountability across Product/Journey/Risk owners to implement corrective actions and monitor effectiveness to attain strategic objectives and enhanced customer centricity.
- Fostering operational excellence in complaint resolution(executive), ensuring tone of voice, fairness, and risk mitigation are upheld.
- Analyse NPS and Attrition trends to identify underlying drivers and translate insights into targeted engagement initiatives, improving loyalty and league table positioning.
- Manage Premier risks (existing and emerging), ensuring identification, assessment, mitigation, and reporting in the Premier growth forums.
- Manage Premier governance framework-Completed PIR for Premier 3.0 (2025) and PLAF in (2024)
- Synthesise competitor’s analysis to identify propositional enhancement and development opportunities.
- Conduct periodic policy and procedures reviews to ensure clarity and regulatory alignment (FCA) internal standards and evolving regulatory guidance.
- Key Projects –
- While working on projects, I prioritised deliverables, offering stakeholders progress updates and addressing blockers for increased engagement.
- Premier Redesign: - Led Premier Eligibility changes and implementation across all platforms. Governed PIRs and PLAFs, ensuring actions were embedded into BAU processes, controls were strengthened, and lessons learned are sustained.
- ICOBS breach resolution: Successful delivery and digitization of Premier Travel Insurance Database.
- Premier Downgrade: Collaboration across teams to ensuring no customer detriment.
- Premier Upgrade: supported with complaints and drafted interventions to safeguard business interests.
Universal Banker Expert
HSBC UK
2016.09 - 2022.06
- Understanding of HSBC’s Products/Services and the process and procedures.
- Customer Awareness & Centricity, highlighting customer expectations and pain points.
- Upskilling and coaching frontline as Digital Change advocate and Network change Lead
- Branch management with emphasis on running the whole operation smoothly.
Remediation Officer Project Eagle (secondment)
HSBC
2021.01 - 2021.12
- Auditing payments from bulk payments and manual payments.
- Reporting concerns about actual or potential issues, in line with reporting and escalation procedures
- Exceptions work from mailings –i.e., deceased, Insolvency checks, Gone Always, address, IDVA fail, change of name /address, contact us letters.
Mortgage Case Manager
Nationwide Building Society
2013.07 - 2016.08
- Auditing KYC checks and create reports for procedural gaps.
- Escalating the application or the complaint to the internal teams where necessary.
- Preparing monthly reports for the team, collecting data, and providing findings and recommendations.
Education
Bachelor’s degree - Science
Skills
- Handling and interpretation of Data especially complaints, CPK
- NPS
- Analytical & strong attention to detail
- Team management and upskilling
- Knowledge of HSBC products, services and journeys
- Customer Centric- thoughts and actions
- Proficient in dealing with stakeholders
Other activities
- HSBCUK-Customer Closeness Academy
- HSBCUK- Customer Proposition Academy
- Speak-up Guardian
- WPB Ethnicity working group member.
- Yearly Volunteering activities -Diabetes UK / Cancer Research UK
Timeline
Customer Proposition Assistant Manager (Premier)
HSBC
2022.09 - 2026.03
Remediation Officer Project Eagle (secondment)
HSBC
2021.01 - 2021.12
Universal Banker Expert
HSBC UK
2016.09 - 2022.06
Mortgage Case Manager
Nationwide Building Society
2013.07 - 2016.08