Customer Service & Operations Unit Leader DSARs

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

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.

In addition to this, you'll be:

• 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

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