Executive, Case Management Unit

Overview

Evaluate and escalate online content complaints and cybercrime incidents relating to the Communications and Multimedia Act 1998 (CMA 1998) received from all channels, including the Aduan Portal, for administrative or enforcement actions under the CMA 98, within a stipulated timeline, to ensure high standards of customer service delivery, as well as maintaining a safe, positive, and conducive online environment for all.

Job Responsibilities

Complaint Acknowledgment : Acknowledge receipt of complaints and request additional information within three (3) working days to reassure complainants that their complaints are being addressed.

Information Gathering : Gather necessary information and supporting documents to establish a comprehensive and factual basis for appropriate action.

Content Analysis and Legal Assessment : Conduct detailed analysis of online content against the CMA 1998, other written laws, and the CMCF Content Code to ensure effective complaint management and safeguard complainants\' rights, and identify elements of violation to enable informed decision-making.

Action Recommendations : Develop actionable recommendations based on the analysis and evaluation of complaints and submit them to Team Leaders for approval and further action.

Liaison with internal departments and platforms on Escalation of Complaints : Prepare detailed escalation analysis for second-tier internal departments (such as enforcement) to ensure informed and efficient decision-making.

Documentation and Evidence Management : Work with the internal department to gather and preserve evidence in compliance with legal protocols, ensuring it is suitable for use in court or other proceedings, and keep detailed records of all evidence, statements, and interactions related to the case.

Coordination with Online Service Providers (OSPs) : Upon confirmation of an offense, initiate further action as required. If the offense violates community guidelines and the complainant requests removal, escalate the matter to the relevant OSP.

Documentation and Reporting : Maintain accurate and detailed records of all actions taken, including communications with the internal department and OSPs, and prepare reports for internal review and records.

Public Interaction and Trust Building : Respond promptly to public inquiries and questions to build trust and uphold the organization\'s reputation, ensuring complainants are heard, respected, and supported throughout the process.

Timely Resolution and Case Management : Ensure complaints are resolved within the stipulated timeframe by updating online content cases to prevent delays and maintain transparency.

Collaboration and Process Improvement : Foster collaboration with internal and external stakeholders to resolve issues and continuously review and refine case management practices to enhance efficiency and alignment with organizational goals.

Guidance and Support for Complainants : Provide complainants with clear information about potential next steps, including legal options or enforcement actions, depending on case severity and evidence.

Qualifications & Work Experience

• Bachelor’s Degree in Mass Communication, Information Systems, Law, or related qualifications from a recognized university.
• Minimum 2 years of working experience, with strong knowledge of technology and online content, and understanding of legal and regulatory frameworks.
• Analytical reporting skills
• Technical analysis skills
• Project and resource management
• Knowledge of legal, regulatory, and governance framework
• Understanding of enforcement and compliance requirements
• Internet, open source, and web intelligence skills
• Content review and analysis
• Complaint management and information gathering
• Public speaking / presentation skills
• Collaboration and teamwork
• Conflict resolution and patience
• Attention to detail and organizational skills
• Conceptual and analytical thinking
• Interpersonal skills and ability to multitask
• Willingness to work in Cyberjaya

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