Job Description
About the RoleThis role is responsible for ensuring the organization adheres to all relevant regulatory, contractual, and internal governance requirements. Key responsibilities include interpreting complex regulations, developing and implementing control frameworks, and managing compliance risks. The Lead will also oversee the User Assessment testing team and contribute to the broader governance structure of the SA&C function, ensuring robust compliance oversight and effective risk mitigation.
Key Expectations
Provide tactical oversight and pragmatic management for compliance, offering guidance to ensure operations, policies, processes, standards, and services align with organizational and regulatory expectations.
Align all regulatory requirements and obligations with a strong focus on delivering an excellent customer experience.
Responsibilities
1. KYC Compliance & End-to-End Service DeliveryAchieve 100% compliance in KYC checks to prevent regulatory sanctions and ensure complete accuracy during auditor reviews.
Manage end-to-end Sales Operations compliance with NCC regulations, developing and maintaining SOPs for monitoring sales devices and retailers.
Partner with Sales, CX, and IT teams to ensure all policies and operational procedures align with various regulatory requirements.
Maintain ongoing collaboration with Regulatory, IT, and Sales teams to address specific mandates arising from special circumstances.
Drive error tracking, root-cause analysis, feedback integration, and ongoing training for KYC compliance checklists.
2. VAS (Value-Added Services) Governance
Conduct weekly health checks on the top 20 VAS services to drive compliance alongside the VAS team.
Minimize customer complaints by ensuring VAS and digital operations adhere to internal guidelines and NCC codes of practice.
Lead monthly VAS governance meetings and develop operational plans designed to enhance customer experience.
Assess process gaps and collaborate with stakeholders to ensure timely issue resolution.
Oversee day-to-day operations across CX and Marketing teams to resolve VAS issues raised by customers or the NCC.
Track errors and vendor misconduct closely, running trend analyses to prevent future vulnerabilities.
3. Quality of Service (QoS) & New Product Development (NPD) Governance
Conduct initial reviews of Change Requests (CRs) with business stakeholders prior to Steering Committee approval.
Perform User Experience (UX) testing on products and services pre-launch to optimize positioning, target audience appeal, and defect removal.
Collaborate with Corporate Affairs, Brand, and Marketing teams to capture market feedback, capitalize on opportunities, and align NPD processes with NCC KPIs.
Evaluate the customer experience of newly launched products via Service Recovery and Complaint Management teams.
Provide leadership with comprehensive reports on CX NPD activities and partner business reviews to optimize product performance.
Oversee Mystery Shopping initiatives to maintain governance and standards across all touchpoints and retailer networks.
4. Customer Touchpoints Experience Governance & Knowledge Management
Coordinate and monitor compliance activities across touchpoints (IVR, Call Center, and Website) to prevent regulatory penalties.
Partner with stakeholders to design strategic plans delivering excellent customer service across all touchpoints.
Oversee the implementation of streamlined service delivery processes to maintain industry competitiveness.
Ensure the internal Knowledge Portal remains instantly updated and accessible 24/7 to support a strong customer service culture.
5. Regulatory Interpretation & Control Development
Interpret complex telecommunication regulations, translating them into actionable internal controls, policies, and workflows.
Ensure continuous adherence to regulatory directives, obligations, and audit requirements across all service domains.
Support leadership in engagements with legal teams, regulatory bodies, industry forums, and internal audit, preparing executive-level compliance reports.
Build and maintain the organization's compliance library—including policies, procedures, risk registers, and control catalogues—while conducting regular risk assessments and internal control testing.
Manage remediation plans and compliance heatmaps for audit findings, collaborating with departments to close identified gaps and handle periodic compliance sign-offs.
Requirements
Educational QualificationsBachelor’s degree in Law, Business Administration, Finance, or a related field.
A Master’s degree is an added advantage.
Relevant Experience & Technical Skills
Experience: Minimum of 7 years of proven experience in compliance, risk management, or internal audit within the telecommunications or financial services sector, with a strong emphasis on regulatory adherence.
Industry Knowledge: In-depth expertise in telecom-specific regulations and frameworks.
Functional Skills: Demonstrated ability to develop, implement, and manage robust compliance frameworks and internal controls.
Soft Skills: Excellent communication, negotiation, and interpersonal skills for cross-functional stakeholder engagement.
