Senior Executive of Content Regulations Department

Job SummarySupervise, manage, resolve, and escalate online content cases, complaints, and cybercrime incidences to ensure proactive and timely enforcement actions are carried out based on the Communications and Multimedia Act 1998 and/or other relevant written Law(s) of Malaysia, in promoting a high level of consumer protection, as well as ensuring a safe, positive and conducive online environment for all, are achievedJob Responsibilities:Unit operations supervisionSupervise the planning and implementation of the Unit's operational work to ensure smooth running of the Unit.Operational monitoring and reportingMonitor, measure, and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales, to ensure consistent and enhanced quality management of operations. Provide training and support to broadcasters on regulatory compliance and content standards.Strategic planning and developmentProvide inputs to strategic planning and development, as well as keeping and distributing notes records, and reports to executive and management teams, to ensure improved strategic planning activities, for more effective and efficient implementation of tasks.Supervision of complaint resolutionSupervise the implementation of analysis, assessment as well as the progress of resolution and responses to complaints in line with the relevant provisions under the CMA 1998, to ensure that the approved resolution actions are implemented with quality assurance.Monitoring and analyzing complaintsMonitor, analyze, and review complaints data to identify trends, impacts, and timeliness of responses, to ensure effective oversight of an efficient complaint management process, as well as to ensure accountability for the resolution of complaints, in a fair, timely, and efficient manner.Improve complaint handlingReview and recommend ways forward and areas for improvement on significant complaints and systemic issues or trends identified, to ensure appropriate mechanisms are taken to mitigate potential risk.Review and improvement of SOP's for Online Content ManagementReview and continuously improve the SOPs and guidelines on online content cases and complaints management, to ensure adaptation and resiliency to the ever-changing internet / online content environment.Strengthening collaboration for online contentDrive coordination, cooperation, and collaborations with local law enforcement agencies as well as local and global platform operators and service providers on online content-related issues, to ensure close relationships in terms of content enforcement.Providing timely and quality inputs on online content mattersPrepare, provide, and recommend quality, appropriate inputs, and responses on a timely manner to external stakeholders on matters and/or issues relating to online content.Improving the escalation processGather, analyze, and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process and policy improvements.Action RecommendationsReview the recommendations put forward by the team regarding the analysis and evaluation of complaints, and, if the initial recommendations are not accepted, propose alternative and more effective suggestions.Guidance and Support for the teamProvide the team with clear and detailed instructions regarding potential next stepsQualification & Work ExperienceBachelor’s degree in communication, Computer Science, Information Technology, Law or other related qualification from a reputable university. A Master’s Degree is advantageous.Good command of Bahasa Malaysia and English.Good in report writing, research writing, communications and presentation skills.Minimum 5-7 years of working experience with strong knowledge of technology and online content as well as a sound understanding of legal and regulatory frameworks.Broad understanding of social media Community Standards and Terms of ServiceTechnical Competencies/SkillsEmerging technology synthesisMicrosoft OfficeAnalytical reporting skillsTechnical writing skillsProject and resource managementKnowledge of legal, regulatory, and governance frameworks,Understanding of enforcement and compliance requirements.Behavioral Competencies/SkillsExcellent verbal and written communication skillsStrong attention to detail to ensure quality of work.Experience prioritizing multiple functions and tasks while managing work time without compromising qualityExperience with various computer systems, Internet technology and softwarePassion for helping people and consumer focusLeadership skillsAbility to handle large volumes of time-sensitive reports while maintaining quality standards in a fast-paced, often high-pressured environment.Ability to work with minimal supervisionProblem-solving skills.Analytical thinking.Strategic orientation.Excellent verbal and written communication skillsStakeholder management skills.Public speaking/presentation skills.Good interpersonal skills.Ability to multitaskCandidate must be willing to work in Cyberjaya.