Senior Executive Complaint Management Center

This role is responsible for managing and resolving complaints received through the Pakistan Telecommunication Authority (PTA) Complaint Management System (CMS) within established timelines. The incumbent will ensure timely, accurate, and comprehensive responses to regulatory complaints while coordinating with internal departments and stakeholders. This position requires maintaining thorough case documentation and adhering to PTA regulatory requirements, internal processes, and Service Level Agreements (SLAs). The objective is to enhance complaint resolution efficiency and improve the overall PTA Complaint Redressal Score, ensuring compliance with all relevant guidelines.

Key Responsibilities

- Monitor and process complaints received daily through the PTA CMS, ensuring all cases are registered, updated, and closed within prescribed regulatory timelines and SLAs.
- Review new complaints by verifying customer information, complaint details, and supporting evidence before initiating investigations.
- Investigate a wide range of telecom-related complaints, including issues with voice, data, SMS, Value Added Services (VAS), SIM registration, illegal SIM activation, Mobile Number Portability (MNP), Device Identification Registration and Blocking System (DIRBS)/IMEI, mobile registration, billing, and other regulatory matters.
- Coordinate with internal departments, technical teams, and business units to facilitate timely investigation and resolution of complaints.
- Prepare and submit accurate, detailed, and case-specific responses in the PTA CMS, ensuring compliance with PTA regulations.
- Monitor pending, overdue, and escalated complaints, following up with relevant stakeholders until resolution is achieved.
- Identify recurring customer issues, process inefficiencies, and regulatory risks; escalate these findings to management with recommendations for corrective and preventive measures.
- Adhere strictly to PTA regulations, internal policies, Standard Operating Procedures (SOPs), and complaint handling guidelines.
- Liaise effectively with PTA officials, regulatory teams, and internal stakeholders to support complaint resolution and maintain regulatory compliance.
- Review the quality of complaint responses prior to submission to ensure completeness, factual accuracy, and system validation.
- Prepare regular reports (daily, weekly, monthly, quarterly, and ad hoc) on complaint trends, aging cases, pending issues, customer satisfaction, regulatory performance, and team productivity.
- Manage and monitor team performance against defined Key Performance Indicators (KPIs), including complaint turnaround time (TAT), response quality, regulatory compliance, and closure efficiency.
- Participate in process improvement initiatives, audits, compliance reviews, and quality assurance activities.
- Perform any additional complaint management, reporting, or regulatory tasks as assigned by management.

Required Qualifications

- Proven experience in complaint management, preferably within the telecommunications or regulatory sector.
- Strong understanding of telecom services and related regulatory frameworks, including PTA guidelines.
- Excellent investigative and analytical skills to assess complaints and determine appropriate resolutions.
- Proficiency in using complaint management systems or similar software tools.
- Ability to coordinate effectively with multiple internal teams and external regulatory bodies.
- Strong communication skills, both written and verbal, with attention to detail in documentation and reporting.
- Ability to work under pressure and manage multiple cases simultaneously while meeting deadlines.
- Familiarity with Standard Operating Procedures (SOPs), regulatory compliance, and quality assurance processes.

Preferred Qualifications and Benefits

- Experience working directly with regulatory authorities or in a compliance-focused role is advantageous.
- Knowledge of telecom technologies and services such as MNP, DIRBS/IMEI, and VAS will be considered a plus.
- Opportunities for professional development through participation in audits, process improvements, and compliance initiatives.
- Collaborative work environment focused on regulatory excellence and customer satisfaction.

This position offers a critical role in ensuring regulatory compliance and enhancing customer trust through effective complaint management within the telecommunications sector.