Customer Service and Operations Unit Leader - Data Subject Access Requests

NatWest Group; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

NatWest Group is seeking an experienced Associate Vice President to lead the Customer Service & Operations unit handling Data Subject Access Requests (DSARs). You will oversee planning, risk management, and process improvements while driving performance and customer outcomes.

Responsibilities include managing a team through the full DSAR lifecycle, engaging stakeholders, and delivering cost-efficient, scalable privacy solutions across the bank.

Qualifications

• 10+ years of experience, including at least 5 years in data privacy.
• Knowledge of GDPR, Data Protection Act 2018, and banking systems.
• Commercial awareness to manage customer expectations.

Responsibilities

• Lead a team handling the full lifecycle of DSARs.
• Drive performance, manage escalations and continuous improvements.
• Plan, oversee budgets and financial targets for the unit.
• Build relationships with internal and external stakeholders.

Skills

Data privacy

Project management

People management

Stakeholder management

Process improvement

Risk awareness

Job description

Customer Service & Operations Unit Leader DSARs Join us as a Customer Service & Operations Unit Leader, Data Subject Access Requests In this key role, you'll ensure your unit operates at optimum capacity, delivering successful customer and business outcomes through effective planning, operational oversight and risk management Day to day, you'll lead a team handling the full lifecycle of Data Subject Access Requests (DSARs), driving performance, managing escalations and delivering continuous improvements to process and customer experience You'll have the opportunity to shape how the bank handles data subject rights at scale, leading process re-engineering and automation initiatives that make a real difference to efficiency and customer outcomes

What you'll do

• Using data insights to drive appropriate change activity, and actively leading and participating in local and global projects
• Developing and maintaining effective relationships with internal and external stakeholders
• Understanding and driving the performance of the team consistently, with budget and financial management targets in mind
• Building a culture of continuous improvement, leading by example to deliver innovative, cost-effective solutions that enhance business performance and customer experience
• Delivering cost-effective measures within the team, controlling resources and contributing to simplifying the bank
• Developing and executing plans for effective training and accreditation
• Approving and maintaining up-to-date process documents and contributing to the definition of performance indicators, measurement and reporting of critical management information

We're offering this role at associate vice president level

The skills you'll need

You'll need a thorough understanding of General Data Protection Regulation, the Data Protection Act 2018, and banking systems, combined with sufficient commercial awareness to manage and navigate customer expectations. Strong people management skills and an understanding of people processes and policies will be essential in leading your team effectively. Experience of dealing with the full lifecycle of Subject Access Requests would be an advantage.

You'll also have:

• Minimum of 10 year's experience, including at least five years of relevant experience in data privacy
• Project management skills to successfully manage and prioritise multiple Data Subject Access Requests
• An understanding of risk, compliance and legal issues in different jurisdictions
• Financial services skills and experience
• An understanding of the industry and customers

Hours 45

Job Posting Closing Date: 16/11/2026