Regulatory Operations Associate

Role Overview: We are looking for a Regulatory Operations professional who can combine

telecom/CPaaS operations, risk and fraud analysis, spam/scam monitoring, whitelisting, data auditing,

MIS and SLA-driven service delivery to ensure regulatory compliance and operational accuracy.

What the person will actually do

• Risk, Fraud & Spam/Scam Operations
• Monitor and analyse risk, fraud, spam and scam patterns.
• Review suspicious entities, traffic, URLs, campaigns and communication patterns.
• Perform investigation and identify potential regulatory or business risks.
• Maintain risk/fraud trackers and ensure timely escalation.
• Whitelisting & Regulatory Controls
• Manage white-listing requests and validations.
• Perform CTS/URL scanning and URL whitelisting activities.
• Validate supporting information before approving/recommending whitelisting.
• Maintain audit trails and supporting documentation.
• Ensure processes are aligned with applicable regulatory requirements.
• Data Audit & Validation
• Conduct periodic data audits, quality checks and reconciliation.
• Validate customer/business/traffic-related data across systems.
• Identify data discrepancies, incorrect records and process gaps.
• Coordinate with Product/Engineering/Operations teams for corrections.
• MIS & Operational Reporting
• Own daily/weekly/monthly MIS and operational dashboards.
• Track volumes, SLA, TAT, exceptions, incidents, risks and closures.
• Prepare management reports using Excel, PowerPoint and dashboards.
• Analyse trends and highlight exceptions requiring management attention.
• Service Delivery & SLA Management
• Monitor operational activities against agreed SLA/KPI/KPA.
• Track pending items, ageing and escalations.
• Ensure incidents and operational issues are followed through to closure.
• Coordinate with internal teams and customers/partners where required.
• Incident & Escalation Management
• Act as an operational SPOC for significant incidents.
• Coordinate with Product, Engineering, Customer Success, NOC and Regulatory teams.
• Track RCA, corrective actions and preventive actions.
• Maintain clear incident documentation and closure evidence.
• Regulatory Compliance & Governance
• Ensure operational processes adhere to applicable telecom regulations, internal policies

and SOPs.

• Maintain regulatory/process documentation and audit evidence.
• Identify compliance gaps and coordinate corrective actions.
• Support regulatory audits and management reviews.
• Process Improvement & Automation
• Identify repetitive/manual activities that can be simplified or automated.
• Use data analysis to identify operational inefficiencies.
• Work with Technology/Product teams on automation opportunities.
• Exposure to Python, SQL/MySQL, AI/ML or automation would be useful here.

What would make someone successful

• 3 6 years of experience in Service Operations, Regulatory Operations, Telecom Operations, Risk

Operations, Fraud Operations, Trust & Safety, Customer Operations or Service Delivery.

• Experience in telecom/CPaaS/messaging/digital platforms would be an advantage.
• Hands-on experience with risk/fraud/spam/scam analysis, content/URL validation, whitelisting

or operational controls is highly relevant.

• Strong Excel/MIS/data analysis capability.
• Good understanding of SLA, TAT, KPI/KPA, SOP, RCA, CAPA and incident management.
• Experience in data auditing, validation, reconciliation and quality checks.
• Ability to work with large datasets and operational trackers with high attention to detail.
• SQL/MySQL, Python, Power BI/Tableau or automation exposure would be an advantage.