Job Summary
To support the head of unit in executing regulatory and compliance functions at the state level, including complaint handling, compliance monitoring, stakeholder engagement, and operational reporting. The role contributes to the protection of consumer interests and supports regulatory enforcement and awareness efforts in line with the Communications and Multimedia Act 1998 (CMA) and related legislation.
Job Responsibilities
Regulatory & Compliance Management
- Assist in the resolution of consumer complaints by conducting case assessments, liaising with service providers, and preparing follow-up documentation
- Maintain and update the complaints database to ensure data accuracy, traceability, and readiness for reporting
- Prepare case summaries and support advisory communication to complainants on issues such as service disruptions, online scams, or content-related complaints
- Conduct site visits, service verifications, and assist in preparing findings and reports for submission to management
- Monitor service provider responses to complaints and assess alignment with the MSQoS and other regulatory standards
- Support the planning and execution of CGSO audit activities, including coordination of documentation and agency engagement
- Assist in Market Intelligence activities, including preliminary audits, data collection, and early-stage compliance assessments
- Participate in public engagement activities, outreach programs, and complaint awareness campaigns as directed
- Liaise with stakeholders including telcos, local authorities, and public complainants to gather information and facilitate issue resolution
- Assist in preparing regulatory reports, meeting briefs, and presentation materials for the Deputy Director or Head of Section
- Provide administrative and operational support for compliance-related projects and enforcement support activities (as instructed by HQ)
Consumer Protection
- Effectively address and resolve the complaints/reported cases in line with SOP
- Facilitate and conduct consumer awareness programmes to stakeholders (public and government agencies)
- Assist to provides technical assistance and manage the formulation of appropriate recommendations to regulatory and compliance activities conducted and resolve identified issues to other law enforcement agencies and engage in inter-agency collaboration efforts
Qualifications & Work Experience
- Candidate must possess at least a Bachelor's Degree in relevant field (e.g., Telecommunication, Electrical Engineering), Bachelor of Computer Science, Bachelor of Engineering Management, Bachelor of Law or other related qualification from recognized university;
- Some experience in regulatory compliance or telecommunications would be an added advantage
- Knowledge of telecommunications networks and applications
- Good understanding of telecommunication industries development and requirement
- Experience in handling complaints, conducting site visits, or participating in compliance assessments
- Proficiency in Mandarin will be considered an added advantage
Technical Competencies
Policy Development
- Sound understanding of the regulatory framework under the CMA'98 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
Project Management
- Sound understanding of project management elements – including resources, risks management, and problem
- Diversify and flexibility to adapt and adopt changes and requirements of each project management levels
- Attention details, sound reporting and writing capabilities, provide critiques for continuous improvement
Behavioral Competencies
Professionalism
- Able to plan and has good analytical skills
- Conscientious and efficient in meeting commitments and observing deadlines
- Achievement oriented
- Tenacious and shows persistence when faced with difficult problems or challenges
- Highly independent
Communications
- Convey effective and clarity through writing and speaking
- Demonstrates sound opinions, express clear ideas and able to transfer knowledge and information to all related parties
Candidate must be willing to work in Melaka.
Permanent position with 6-months probation period.
