Customer Service & Operations Analyst DSARS

NatWest Group; Chennai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

NatWest Group in Chennai seeks a Customer Service & Operations Analyst to handle Data Subject Access Requests (DSARs) under GDPR. You will process, investigate, and respond within agreed timelines, ensuring accuracy and compliance while supporting data privacy initiatives in a fast-paced banking environment.

The role focuses on analyzing requests, collaborating with stakeholders in the Privacy Hub, and driving improvements to customer service processes and policies.

Qualifications

• Experience with GDPR and DSARs, especially Data Subject Access Rights.
• Strong knowledge of data privacy concepts and applicable acts.
• Excellent written and verbal communication; able to interpret complex data requests.

Responsibilities

• Process, authorise, and investigate DSARs to defined KPIs and SLAs.
• Collect required information from customers and the business to fulfill DSARs.
• Review and improve processes, identify automation opportunities, and mitigate processing errors.

Skills

GDPR principles

DSAR handling

Data privacy

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