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Location

Secunderabad | India

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Job description

Lead a service delivery team which delivers services, operations and projects to the DPDAI (Data Privacy, Digital and AI) function. Support team delivery by monitoring team performance, work allocation and process performance and making adjustments as required. Ensure the consistent and high quality delivery of key deliverable for data privacy services and operations.

The role will act as a SPOC for DPDAI. Streamlining conversations around service management and any future developments. Support the development of additional services and bring innovation and efficiencies to existing and new services.

Key Responsibilities:

Accountable for achievement of Delivery (Service Quality, Continuous Improvement Savings, Operations Excellence metrics) and Client Experience (including Net Promoter Score), for Data Privacy services. Lead and Co-ordination of Service Review Boards where and when appropriate.
Provide oversight of direct reports across Hyderabad and Dublin NOCCs providing Data Privacy Business Solutions, Reporting and Data Privacy Risk Monitoring services.

Provide inputs to Legal and Compliance Solutions LT on Service reviews, Legal and Compliance Practice reviews or other GBS processes
Operational and functional manager of a team of 10-15 HC of data privacy specialists, consultants, and risk monitoring managers from the Compliance and Risk Operations Team

Responsible for resource management and allocation of associates to demand in line with Legal and Compliance (LCS) and Compliance and Risk Operations (CRO) priorities and needs of business colleagues
Co-ordinates capacity planning and workforce planning for all the Data Services across NOCCs ensuring that capability building is in line with strategic goals and delivered from right location. Drives functional excellence and consistency in delivery.

To be the service delivery escalation point for issues and ensure effective and efficient resolutions for customer issues. Initiating and leading remediation plans and sustained performance.
Ensures exemplary communication with all stakeholders through regular updates with focus on accomplishments, critical metrics, standard processes, strategic updates etc.

Increase team awareness of ERC/ DPDAI strategies and priorities and SME understanding, reflecting both internal and external drivers

Role Requirements

Essential Requirements:

Post Graduate Degree/MBA/LLB
10 to 15 years of relevant experience
Strong knowledge of the privacy principles, key data protection laws (like GDPR), emerging risks, risk monitoring
Good knowledge and experience on governance, risk and compliance principles and their application.
Certifications such as CIPPE/CIPM, CIA, CRisP/CRP, ISO27001/ISO31000 will be an added advantage

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