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.

Solid 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.

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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📌 DB-Privacy Analyst-DPDP Grievance Redressal (India)
🏢 HDFC Bank
📍 India