Job Description

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‑escalation 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‑centric 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 Tampines office.

Job Requirements