Executive, Regulatory & Compliance (Sarawak Regional Office)

Malaysian Communications and Multimedia Commission; Cyberjaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A regulatory authority in communications seeks a skilled candidate for the Regulatory & Compliance Unit in Cyberjaya. Responsibilities include managing complaints, ensuring compliance with regulations, and liaising with service providers. Applicants should have a Bachelor's degree and 3-5 years of experience, with strong skills in complaint resolution and regulatory understanding.

Qualifications

• Minimum 3-5 years working experiences required.
• Solid understanding of CMA 1998 and its subsidiary legislations.
• Ability to interpret regulatory provisions effectively.

Responsibilities

• Handle and address all complaints in a timely manner.
• Liaise with service providers for unresolved complaints.
• Prepare reports on network and telecommunication complaints.

Skills

Regulatory framework understanding

Complaint resolution skills

Verbal communication in Bahasa Melayu

English writing skills

Problem-solving

Education

Bachelor's Degree / Professional Qualifications

Tools

ICMS portal

Job description

Job Summary

Responsible for facilitating and executing the operation of Regulatory & Compliance Unit (RCU) to ensure all activities related to complaint handling (network), compliance and regulatory functions of MCMC including ad hoc tasks are well managed and complied with all the SOP and regulations.

Job Responsibilities

• Attending, handle and address all complaints, ensuring that the resolutions of reported cases are delivered within the specified timeframe.
• Handle all regulatory and compliance-related functions and responsibilities (RCU) in line with MCMC's jurisdiction and regulatory framework.
• Ensure recording all official complaints received through multiple channels in ICMS/CRP in accordance with established procedures.
• Act as the primary liaison and key contact person for managing and coordinating network and telecommunications related complaints.
• Ensure all unresolved network complaints are addressed and resolved within stipulated timeframes.
• Manage and respond to complaints submitted through an external platform which is Talikhidmat.
• Monitor the resolution provided by service providers to ensure consumer complaints are treated reasonably in accordance with the GCC and other regulatory instruments.
• Liaise with service providers to address unresolved network complaints by obtaining technical feedback, root cause analyses, and rectification or improvement plans, while monitoring their commitment to ensure timely resolution of the complaints.
• Engage and attend to critical network complaints at reported locations to verify service issues, collaborate with relevant units for on-site visits, and prepare reports to support complaint assessments.
• Identify and evaluate network-related complaints for potential non-compliance with CMA 1998, subsidiary legislation, license conditions and MSQoS.
• Generate, compile, and consolidate monthly complaint reports for tracking, monitoring, and performance evaluation.
• Issue notices and regulatory action against the licensee for network complaints involving breaches section of CMA 1998.
• Monitor and analyze the Service Disruption Dashboard (SDD) to identify and correlate service interruptions with relevant complaints for effective case assessment and resolution.
• Attend and represent MCMC in meetings, discussions, and stakeholder engagements concerning network-related complaints.
• Prepare reports and trend analyses on network and telecommunication complaints to identify patterns, root causes, service gaps and potential compliance risks, to support internal management review and strategic planning.
• Compile and prepare complaint statistics and reports upon requests from internal and external departments to support operational needs
• Facilitate and conduct awareness programs to educate stakeholders on consumer rights, complaint procedures, service standards, and redress mechanisms under CMA 1998.
• Execute all monitoring and compliance activities as directed by designated departments at MCMC headquarters.

Qualification & Work Experience

• Bachelor's Degree / Professional Qualifications in any discipline
• Minimum 3-5 years working experiences

Technical Competencies/Skills

• Solid understanding of the regulatory framework under the Communications and Multimedia Act 1998 (CMA) and its subsidiary legislations.
• Good grasp of new developments that impact the communications and multimedia industry, from an economic, social, technical and consumer protection perspective.
• Demonstrated ability to interpret and apply regulatory provisions in the assessment and resolution of complaint cases.
• Ensures consistent application of policies by following established SOPs and internal guidelines in handling and assessing complaints.
• Proficient in using the ICMS portal, with the ability to extract and analyze complaint data for reporting, trend monitoring, and escalation purposes.
• Attention details, sound reporting and writing capabilities, provide critiques for continuous improvement.
• Demonstrates excellent verbal communication & writing abilities in both Bahasa Melayu and English, essential for engaging effectively with diverse stakeholders.
• Essential understanding of telecommunications and ICT infrastructure, including network architecture, coverage principles, and common service performance issues

Behavioural Competencies/Skills

• Problem-Solving and Critical Thinking — Effectively identifies and resolves challenges with practical and innovative solutions.
• Attention to Detail and Accuracy — Ensures precision in planning, execution, and monitoring to meet high standards.
• Effective Communication and Collaboration — Engages clearly with diverse stakeholders and works seamlessly within teams.
• Adaptability and Resilience — Thrives under pressure, managing changing priorities and dynamic environments with ease.
• Time Management and Initiative — Prioritizes tasks efficiently and proactively drives to completion.

1) Work location in Cyberjaya (on-site).

2) Malaysian citizenship.