Executive, Consumer Protection

Malaysian Communication and Multimedia Commission (MCMC); Sepang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A regulatory body in communications based in Sepang seeks to enhance customer experience through digital solutions. The role involves evaluating complaint handling processes, investigating industry trends, and implementing data-driven strategies to improve regulatory compliance. Candidates should possess a relevant Bachelor's degree with a minimum CGPA of 3.00 and have 1 to 3 years of work experience in digital process improvement. Adaptability and teamwork are essential for this position based in Cyberjaya.

Qualifications

• Minimum CGPA of 3.00 in relevant degree.
• 1 to 3 years of relevant work experience.
• Familiarity with database concepts.

Responsibilities

• Evaluate and assess complaint handling processes in various sectors.
• Investigate industry performance and complaint trends.
• Implement digital enhancements to complaint management platforms.
• Prepare data analysis reports for regulatory strategies.

Skills

Data analysis

Digital process improvement

Workflow automation

Project coordination

Teamwork

Problem solving

Adaptability to change

Education

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

Job description

Malaysian Communication and Multimedia Commission (MCMC) – Sepang, Selangor

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

Evaluate and assess the complaint handling process across telecommunications, postal, courier, and other sectors to ensure compliance with MCMC regulatory instruments.

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.

Coordinate and implement enhancements to the complaint management platforms by adopting digital solutions that drive automation and improve operational efficiency.

Prepare cross-sector complaint data analysis reports to identify emerging trends, uncover regulatory gaps, and support the development of effective and responsive regulatory strategies.

Coordinate and implement the digitalisation and continuous improvement of complaint-related processes to enhance data integration, streamline workflows, and support evidence-based regulatory oversight.

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 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.

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.

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.