Senior Executive, Complaints & Compliance Management

Job Overview 1st Tier Resolution Monitoring & Evaluation Officer will be responsible to review and evaluate the process and compliance of complaints resolved and closed by the telecommunications and broadcasting industries in ICMS. Role & Responsibilities Review, assess, evaluate and determine "new", "investigation", “resolved” or “closed” complaints in the ICMS system to ensure that the service providers (SPs) have fully complied with the complaint handling policy, standards, guidelines and procedures as outlined in the General Conditions of Contract (GCC) 2022, MCMC guidelines and any other relevant code or standards. The officer will use monitoring methods such as random case sampling to assess the timely and effective resolution of complaints by the SPs ,ensuring that they comply to the required standards and ultimately reduce complaints related to consumer dissatisfaction pertaining to SPs complaint resolution. Key Responsibilities: A. Complaint Monitoring and Evaluation: 1. Conduct daily random sampling of cases per SP to evaluate the resolution of complaints, ensuring adherence to timelines and adequacy of resolutions. 2. Monitor the handling of complaints, particularly those that have been marked as "resolved" and "closed," ensuring compliance with Part 7 of GCC Version 2022 or any other relevant regulation, policy or standards. 3. Measure the effectiveness of the complaint resolution process and highlight areas requiring improvement, especially for cases resolved after 15 working days. 4. Assess and identify any discrepancies, delays, or failures in addressing complaints in a timely and reasonable manner. B. SOP Compliance and Enhancement: 1. Assess the existing complaint evaluation procedures and identify gaps or inefficiencies, ensuring they align with industry standards and regulatory requirements. C. Reporting and Analysis: 1. Compile and prepare daily reports on the status of complaint resolution 2. Analyse complaint trends and provide inputs and recommendations for areas for improvement. D. Compliance Monitoring: 1. Ensure that SPs follow complaint handling and resolution procedures within the stipulated timelines, focusing on providing reasonable and satisfactory resolutions. Key Performance Indicators (KPIs): 1. Timely resolution and closure of complaints in accordance with GCC 2022 standards. 2. Number of random samples evaluated per SP with a target of 50 cases per day. 3. Reduction in complaints that exceed 15 working days for resolution, as seen in historical data (20% of total telecommunication and broadcasting complaints). Qualifications and Requirements: 1. Experience: Minimum 2-3 years of experience in complaint resolution or customer service management within the telecommunications, broadcasting, or a related sector. 2. Education: Bachelor’s Degree in related field. Skills: 1. Strong analytical and problem-solving abilities. 2. Excellent attention to detail and organizational skills. 3. Good communication skills, both written and verbal. 4. Ability to work under pressure and meet deadlines.