Customer Service & Operations Analyst DSARS

Natwest Digitalx; Chennai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Natwest Digitalx in Chennai is seeking a Customer Service Operations Analyst for DSARs to respond to Data Subject Access Requests from customers promptly within agreed timelines. You will investigate queries, support business processes, and help improve customer service, processes and procedures in a fast-paced senior analyst role.

You will process, authorise and investigate DSARs to defined KPIs, collect information from customers and the business, and collaborate with stakeholders to fulfil

Qualifications

• Minimum of 3 years experience handling DSARs under GDPR.
• Knowledge of data privacy principles and GDPR/Data Protection Act 2018.
• Strong interpersonal and communication skills, with ability to read, interpret and draft information.
• Awareness of changes in policies/regulations applicable to your business.
• Understanding of banking products, processes, and systems.

Responsibilities

• Process, authorise and investigate DSARs to defined KPIs and SLAs.
• Collect required information from customers and the business.
• Identify opportunities to automate or improve processes.
• Review processing errors and customer concerns to identify trends and training needs.
• Engage with stakeholders in the Privacy Hub to fulfil DSAR requirements.

Skills

DSAR handling

GDPR knowledge

Data privacy

Interpersonal skills

Education

GDPR training

Job description

Join us as a Customer Service Operations Analyst for DSARs

• Well 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
• Youll 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 youll do

Youll be responsible for processing, authorising, and investigating all DSARs to defined key performance indicators and service level agreements. Youll do so by accurately collecting the required information from customers and the business and youll actively participate in initiatives to improve customer service, processes, and procedures.

Youll review manual or ineffective processes which could be automated or enhanced to enable the provision of an improved service. Youll 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, youll deliver the most appropriate and fit for purpose solution and review processing errors and customer complaints to identify trends and training needs.

Youll 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 youll need

Were 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.

Youll 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