Customer Service and Operations Analyst - Data Subject Access Requests (DSAR)

NatWest Group; Chennai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

NatWest Group in Chennai, India, is seeking a Customer Service & Operations Analyst for DSARs to respond promptly within agreed timelines. The role involves investigating queries, supporting data governance, and improving processes to deliver compliant, customer-centric outcomes.

You will analyse DSAR requests, determine data scope, apply GDPR exemptions where appropriate, and collaborate with the Privacy Hub to fulfil requirements. Hours are 45 per week.

Qualifications

• Minimum of 3 years experience handling DSARs under GDPR.
• Knowledge of data privacy principles and concepts.
• Strong interpersonal and written communication skills.
• Awareness of changes in data protection regulations applicable to your business.
• Understanding of banking products and data systems.

Responsibilities

• Process, authorise and investigate DSARs to defined KPIs and SLAs.
• Collect required information from customers and the business.
• Identify processes that could be automated or enhanced for better service.
• Review processing errors and customer complaints to identify trends and training needs.
• Analyse DSAR requests, determine scope and data sources, and engage stakeholders.

Skills

DSAR experience

Data privacy

Communication skills

Job description

Customer Service & Operations Analyst DSARS

Join us as a Customer Service & Operations Analyst for DSARs

We’ll look to you to respond to Data Subject Access Requests (DSARs) from customers promptly within in agreed timelines. This is an opportunity to make a positive impact to our customers and colleagues as you deliver successful outcomes through investigating queries and by supporting business processes, policies, and procedures. You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role. We're offering this role at senior analyst level.

What you’ll do

You’ll be responsible for processing, authorising, and investigating all DSARs to defined key performance indicators and service level agreements. You’ll do so by accurately collecting the required information from customers and the business and you’ll actively participate in initiatives to improve customer service, processes, and procedures. You’ll review manual or ineffective processes which could be automated or enhanced to enable the provision of an improved service. You’ll also analyse queries accurately and raise with the relevant parties without delay, escalating where needed. Maintaining a clear understanding of the needs of our customers and stakeholders, you’ll deliver the most appropriate and fit for purpose solution and review processing errors and customer complaints to identify trends and training needs.

You’ll also:

• Analyse DSAR requests and determine the scope of DSAR Access the completeness of data retrieved from bank data sources and define the scope of remedial work
• Understand our data architecture to determine which source must be approached and engage with stakeholders in the Privacy Hub to fulfil the requirements of DSARs
• Apply exemption on personal data in compliance with GDPR and the Data Protection Act 2018
• Maintain an awareness of leadership tools, and participate in activities to drive improvements

The skills you’ll need

• Minimum of 3 years experience in handling Data Subject Access Requests (DSARs) under GDPR is required
• Knowledge of data privacy principles and concepts is preferred
• Strong interpersonal and communication skills, particularly in reading, interpreting and drafting written information
• An awareness of changes in trends, policies and regulations applicable to your business
• An understanding of the industry and its customers
• An in-depth understanding of products, processes, and banking systems

Hours 45