Customer Service & Operations Unit Leader DSARs

Royal Bank of Scotland; Gurugram District; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Royal Bank of Scotland is seeking a Customer Service & Operations Unit Leader for Data Subject Access Requests in Gurugram. You will guide a high-performance unit to deliver DSAR responses at scale, balancing efficiency with regulatory compliance.

You’ll manage planning, escalations, and risk while partnering with global teams to drive process re-engineering and automation. The role emphasizes leadership, data privacy expertise, and delivering superior customer outcomes.

Qualifications

• Minimum of 10 years' experience, including at least five years in data privacy.
• Proven project management skills to handle multiple DSARs.
• Strong understanding of GDPR, DP Act 2018, and regulatory expectations.
• Experience in financial services and cross-jurisdiction risk.

Responsibilities

• Lead a team to handle full lifecycle of DSARs with oversight.
• Drive performance, manage escalations and process improvements.
• Develop metrics, reporting and training plans.
• Collaborate with global teams and stakeholders to deliver compliant outcomes.

Skills

GDPR

Data privacy

Project management

Risk & compliance

Banking systems

Stakeholder management

People management

Commercial awareness

Job description

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

As a Customer Service & Operations Unit Leader, you'll be responsible for ensuring the unit is efficiently planned and operating at optimum capacity, managing operational escalations, disputes and risks while collaborating with support functions to deliver the right outcomes for customers and the business.

• 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