Customer Service & Operations Analyst DSARS

Royal Bank of Scotland; Chennai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Royal Bank of Scotland is hiring a Senior Customer Service & Operations Analyst for DSARs in Chennai. You will respond to Data Subject Access Requests from customers within agreed timelines and support business processes, policies, and procedures.

The role focuses on analyzing DSARs, improving data handling, and ensuring accuracy across data sources. You will work with stakeholders to deliver compliant, high-quality service and identify automation opportunities to enhance performance.

Qualifications

• Minimum 3 years experience handling DSARs under GDPR.
• Knowledge of data privacy principles.
• Strong written and verbal communication.
• Awareness of regulatory changes impacting the business.
• Understanding of banking products and data flows.

Responsibilities

• Process, authorise, and investigate DSARs to defined KPIs and SLAs.
• Collect information from customers and the business accurately.
• Identify automation opportunities to improve service.
• Review data retrieval results and escalate where needed.
• Analyse trends in errors and complaints to drive training.
• Engage with stakeholders in Privacy Hub to fulfil DSARs.

Skills

DSAR handling (GDPR)

Data privacy

Stakeholder communication

Analytical thinking

Process improvement

Education

Bachelor's degree in a relevant field

Tools

CRM systems

PrivacyHub tools

Job description

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
• Support the development of team performance and customer service by role modelling our core service behaviours and standards, and adopting leadership tools and techniques

The skills you’ll need

We're looking for someone with experience of dealing with GDPR, particularly Data Subject Access Rights and a thorough understanding of GDPR and the Data Protection Act 2018.

You'll also demonstrate:

• 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

Job Posting Closing Date: Job Posting Closing Date is not yet published.