Customer Service & Operations Analyst DSARS

Overview

Customer Service and Operations Analyst role handling Data Subject Access Requests (DSARs) from customers within agreed timelines, at senior analyst level.

What you'll do

• Process, authorise and investigate all DSARs to defined key performance indicators and service level agreements.
• Accurately collect the required information from customers and the business.
• Actively participate in initiatives to improve customer service, processes and procedures.
• Review manual or ineffective processes that could be automated or enhanced to enable an improved service.
• Analyse queries accurately and raise them with the relevant parties without delay, escalating where needed.
• Maintain a clear understanding of the needs of customers and stakeholders, and deliver the most appropriate and fit for purpose solution.
• Review processing errors and customer complaints to identify trends and training needs.
• Analyse DSAR requests and determine the scope of each DSAR.
• Access the completeness of data retrieved from bank data sources and define the scope of remedial work.
• Understand the data architecture to determine which source must be approached, and engage with stakeholders in the Privacy Hub to fulfil DSAR requirements.
• Apply exemptions 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 core service behaviours and standards, and adopting leadership tools and techniques.

What you'll need

• Experience of dealing with GDPR, particularly Data Subject Access Rights.
• A thorough understanding of GDPR and the Data Protection Act 2018.
• Minimum of 3 years experience in handling Data Subject Access Requests (DSARs) under GDPR.
• Strong interpersonal and communication skills, particularly in reading, interpreting and drafting written information.
• An awareness of changes in trends, policies and regulations applicable to the business.
• An understanding of the industry and its customers.
• An in-depth understanding of products, processes and banking systems.

Nice to have

• Knowledge of data privacy principles and concepts.

Details

• Location: Chennai.
• Hours: 45 per week.