Executive, Consumer Protection

Malaysian Communications and Multimedia Commission; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A regulatory body in Cyberjaya is seeking a candidate to enhance customer experience through digital tools and improve complaint management. This permanent role requires a Bachelor's Degree in a relevant field with a minimum CGPA of 3.00 and 1 to 3 years of work experience. Responsibilities include evaluating compliance in the telecommunications sector, analyzing data trends, and implementing digital improvements. Competencies in teamwork and adaptability towards digital transformation are essential.

Qualifications

• Minimum CGPA of 3.00 from a reputable university.
• 1 to 3 years of relevant work experience.
• Competence in digital process improvement and workflow automation.

Responsibilities

• Evaluate complaint handling process for compliance.
• Investigate complaint trends to inform policy decisions.
• Implement enhancements to complaint management platforms.
• Prepare cross-sector complaint data analysis reports.
• Coordinate digitalisation of complaint-related processes.
• Ensure alignment between regulatory needs and digital initiatives.

Skills

Digital process improvement

Data analysis

Database concepts

Project coordination

Education

Bachelor's Degree in Communications, Information Systems, Data Analytics, Computer Science, or relevant discipline

Job description

Job Summary

• Ensure high standards of customer experience by enhancing digital platforms and tools to improve complaint resolution efficiency, and by leveraging data analysis to identify emerging trends, regulatory gaps, and opportunities for service improvement.
• Implement strategies related to operational policies, instruments, processes, and guidelines to effectively manage consumer complaints, address consumer issues, and strengthen consumer protection. This includes ensuring alignment with Sections 195 and 196 of the Communications and Multimedia Act 1998 (CMA) to promote consumer access to diverse, affordable, and satisfactory services, while enhancing public confidence in service delivery.

Job Responsibilities

1. Evaluate and assess the complaint handling process across telecommunications, postal, courier, and other sectors to ensure compliance with MCMC regulatory instruments.
2. Investigate and analyse industry performance, complaint trends, and potential breaches of license conditions, mandatory standards, or consumer codes to inform policy decisions, support regulatory actions, and strengthen compliance oversight.
3. Coordinate and implement enhancements to the complaint management platforms by adopting digital solutions that drive automation and improve operational efficiency.
4. Prepare cross-sector complaint data analysis reports to identify emerging trends, uncover regulatory gaps, and support the development of effective and responsive regulatory strategies.
5. Coordinate and implement the digitalisation and continuous improvement of complaint-related processes to enhance data integration, streamline workflows, and support evidence-based regulatory oversight.
6. Serve as the liaison between operational processes and digital initiatives to ensure effective translation of regulatory needs into practical and compliant solutions.

Qualifications

• Candidate must possess a Bachelor's Degree in Communications, Information Systems, Data Analytics, Computer Science or in any relevant discipline from a reputable university with a minimum of CGPA 3.00

Work Experience

• Has a minimum 1 to 3 years of relevant work experience.

Technical Competencies/ Skills:

• Competence in digital process improvement and workflow automation.
• Ability to analyse data and derive insights for regulatory or operational use.
• Familiarity with database concepts, system functions, or basic programming.
• Understanding of project coordination and documentation for digital initiatives.

Behavioural Competencies/ Skills:

• Teamwork and cooperation.
• Concern for order and accuracy.
• Analytical & problem solving.
• Adaptability to change and digital transformation.

Candidate must be willing to work in Cyberjaya.

Permanent position.