Customer Service & Operations Unit Leader DSARs

Overview

Lead a customer service and operations unit handling the full lifecycle of Data Subject Access Requests (DSARs), driving performance, managing escalations and delivering continuous improvement to process and customer experience.

What you'll do

• Plan the unit so it is efficiently staffed and operates at optimum capacity, managing operational escalations, disputes and risks.
• Collaborate with support functions to deliver the right outcomes for customers and the business.
• Use data insights to drive appropriate change activity, and actively lead and participate in local and global projects.
• Develop and maintain effective relationships with internal and external stakeholders.
• Understand and drive the performance of the team consistently, with budget and financial management targets in mind.
• Build a culture of continuous improvement, leading by example to deliver innovative, cost-effective solutions that enhance business performance and customer experience.
• Deliver cost-effective measures within the team, control resources and contribute to simplifying the bank.
• Develop and execute plans for effective training and accreditation.
• Approve and maintain up-to-date process documents and contribute to defining performance indicators, measurement and reporting of critical management information.

What you'll need

• Thorough understanding of the General Data Protection Regulation and the Data Protection Act 2018.
• Understanding of banking systems.
• Sufficient commercial awareness to manage and navigate customer expectations.
• Strong people management skills and an understanding of people processes and policies.
• Minimum of 10 years' experience, including at least five years of relevant experience in data privacy.
• Project management skills to manage and prioritise multiple Data Subject Access Requests.
• Understanding of risk, compliance and legal issues in different jurisdictions.
• Financial services skills and experience.
• An understanding of the industry and customers.

Nice to have

• Experience of dealing with the full lifecycle of Subject Access Requests.

Details

• Associate vice president level role.
• Hours: 45 per week.
• Job posting closing date: 16/11/2026.