Get to Know the Role
Operational Leadership
- Oversee daily Centre Operations; ensure efficient, high-quality support.
- Review E2E consumer journey/feedback; implement improvements.
- Manage and resolve escalations.
- Act as primary liaison with Grab stakeholders; relay partner鈥慹scalation feedback.
Performance Management
- Monitor, analyze, and report team OKRs (e.g. waiting/handling times, CSAT); provide feedback and drive improvements.
- Train and assess teams on the latest Grab products, services, and policies.
- Run regular team meetings, coaching, and performance reviews to reinforce a partner鈥慶entric culture.
- Manage vendors (BPOs) to meet Service level agreements, scale capacity, and uphold quality standards.
- Oversee and maintain process documentation and training materials (regular reviews/updates).
Process Improvement and Automation
- Map/redesign processes to eliminate manual steps and bottlenecks through automation.
- Improve adoption of digital/automated tools; ensure smooth transition and high proficiency.
- Explore AI use cases to enhance service delivery and operational efficiency.
This role reports to the Manager, Platform Operations, onsite at our One North office.