About the role
Job Title:
Privacy Analyst – DPDP Grievance Redressal
Job Details:
Business Unit: Digital Banking (Data Office)
Team: Data Office
Reports to: Manager DPDP Grievance Redressal
Location: Mumbai (R-Square – 10811) / Andheri East, Mumbai
Job Function: Data Protection & Privacy Team
Role Type: Individual Contributor (IC)
No of direct reportees: NA
Travel Required: Yes; Infrequent
Job Band Range: E3-D1
JD Created date: 05th Jan 2026
Version No: 1.0
Job Purpose:
Support the Chief of DPDP Grievance Redressal in end-to-end operational delivery of customer grievance handling, root cause investigations (RCA) coordination, and TRAI complaint responses.
Ensure timely triage, investigation, and closure of cases while maintaining full compliance with regulatory timelines and internal SLAs.
Analyze grievance patterns to identify systemic gaps, drive improvements, and strengthen customer trust in the organization’s data handling practices.
Job Responsibilities:
Customer Grievance Management.
Conduct RCA and Publish CAPA report.
Track CAPA closure and submit for audit.
Identify process gaps / control issues for remediation at source.
Drive the end-to-end incident lifecycle.
Acknowledge complaints and commit resolution TAT to customers.
Initiate RCA requests for systemic issues and coordinate with Business & IT for CAPA raising and tracking.
Ensure CAPA evidence is captured for audit.
Deliver weekly/monthly dashboards on case volumes, SLAs, RCA status, recurring themes, and regulatory posture.
Ensure adherence to internal SLAs and regulatory expectations.
Identify systemic process or control weaknesses across data flows, customer journeys, and technical environments, recommending long-term fixes.
Educational Qualifications:
Graduate / Post Graduate degree from a reputed educational institution.
Key Skills:
Case / incident management and customer-handling capability.
Good customer communication, regulatory writing, and evidence management.
Strong understanding of incident response processes.
Excellent stakeholder coordination skills (Legal, ISG, Product, Leadership).
Experience in RCA tools preferred: Ishikawa, 5 Whys, FMEA, Fault Tree Analysis, etc.
Experience in process reengineering and continuous improvement frameworks (Lean/Six Sigma preferred).
Experience Required:
2–8 years in customer operations, grievance management, legal, compliance, or privacy.
Major Stakeholders:
Internal: Tech & Digital Teams, Business, Product, Operations, Internal Audit, Compliance.
External: Customer, Regulator stakeholders.