NODAL OFFICER

Job Description – Nodal Officer

Department: Customer Service / Regulatory Affairs
Location: Chennai
Reporting To: Vice President / Head Operations

Position Overview:

The Nodal Officer will serve as the primary point of contact between the organization and regulatory bodies such as TRAI, DoT, Law Enforcement Agencies (LEAs), and other statutory authorities. The role includes handling customer escalations, ensuring compliance with regulatory guidelines, coordinating with internal teams, and overseeing the resolution of critical grievances in a timely and accurate manner.

Key Responsibilities:1. Regulatory & Compliance Management

• Act as the authorized representative for all communications with TRAI, DoT, and other regulatory bodies.
• Ensure full compliance with applicable government regulations and ISP licensing norms.
• Maintain up-to-date knowledge of regulatory policies, circulars, and guidelines issued by authorities.
• Prepare and submit mandatory reports, responses, and compliance documents within defined timelines.

2. Customer Grievance Redressal

• Handle escalated customer complaints received through TRAI/DOT/NCH/PG Portal/Law Enforcement agencies.
• Ensure timely investigation, resolution, and closure of complaints within specified SLA.
• Coordinate with network, billing, customer care, and technical teams for root-cause analysis (RCA) and corrective action.

3. Liaison with Internal & External Stakeholders

• Serve as the single point of contact for all regulatory and legal queries.
• Liaise with law enforcement agencies for information requests, call data (if applicable), or technical support following legal protocols.
• Work closely with operational teams to ensure compliance and smooth response to authorities.

4. Documentation & Reporting

• Maintain accurate documentation of all interactions, complaints, and compliance reports.
• Generate monthly/quarterly regulatory compliance reports and share with management.
• Preserve complaint records, notices, and correspondence as per regulatory requirements.

5. Policy Implementation & Process Improvement

• Assist in developing SOPs, compliance guidelines, and internal processes to strengthen regulatory readiness.
• Identify compliance risks, gaps, and suggest appropriate preventive measures.
• Train internal teams on regulatory norms, complaint handling procedures, and documentation standards.

Skills & Competencies Required:

• Strong knowledge of TRAI/DoT guidelines and ISP compliance requirements.
• Excellent communication, drafting, and documentation skills.
• Ability to coordinate and collaborate across multiple teams.
• High level of integrity, confidentiality, and attention to detail.
• Problem-solving attitude with strong analytical thinking.
• Experience in handling customer escalations and grievance redressal.

Qualification & Experience:

• Bachelor’s Degree in Engineering, Law, Management, or related field.
• 7 - 10 years of experience in regulatory compliance, customer escalation handling, or operations in an ISP/telecom environment.
• Prior experience as a Nodal Officer or Regulatory SPOC will be an added advantage.

Key Performance Indicators (KPIs):

• SLA adherence for complaint resolution.
• Accuracy and timeliness of regulatory submissions.
• Reduction in repeated escalations.
• Compliance audit scores.
• Effective coordination with authorities and internal departments.

Employment Type:

Full-time

Age Limit:

As per company norms

Job Types: Full-time, Permanent

Pay: ₹800,000.00 - ₹1,500,000.00 per year

Benefits:

• Cell phone reimbursement
• Paid sick time
• Provident Fund

Work Location: In person