About the team
As part of the Customer Experience Governance team, you will help us as we strive towards security and system process excellence for our Contact Centre operations across the region, and continuously outserve customers and across business units within Grab.
About the role
The Governance and Process Specialist will support new/ongoing InfoSec and IT initiatives, new projects, develop and maintain SOPs, provide subject matter expertise in IT security controls and governance around access management for CE Contact Centres operations.
The Day-To-Day
- Provide subject matter expertise on access controls (create new roles, permission changes) for Grab’s application systems to support CE towards growing business demands and InfoSec compliance
- Level up CE user knowledge and awareness in user access and SOP compliance through ongoing coaching and conduct user training
- Work closely with various tech support teams to design and ensure CE application system user role access are align with business needs and security objectives
- Be a liaison between CE business groups and InfoSec, IT or both, including facilitate meetings to elicit information and seek alignment from business groups, and drive adoption through effective communication and engagement on new InfoSec or IT initiatives
- Work closely with internal parties and CE Vendors to address Internal Audit/InfoSec issues, develop mitigation plans, follow up actions and timelines up to closure.
- Ensure InfoSec, IT and Data Security policies, guidelines, practices are constantly applied in CE Contact Centres.
- Work closely with Project Manager and CE Stakeholders to design Business Continuity Plans (BCP) for CE Contact Centres, review scenarios, implementation and progressive rollout across the CE region. Conduct and facilitate post-implementation BCP exercises on periodic basis.
- Maintain and update critical Regional CE SOP and Process Documentation with clear ownership.
The Must-Haves
- At least 5 years of relevant working experience in end-user environment supporting IT and/or Application Security governance, project management and implementation, and system access consulting role
- Strong analytical skills, structured process thinking, problem solving, attentive to detail, team motivator and a proactive self-starter
- Strong verbal and written communication skills
- Good interpersonal, influencing skills and able to communicate effectively with different stakeholders and across cultures
- Positive attitude, display a keen understanding of business priorities and objectives, and ability to work with documentation
- Ability to embrace change and contribute as a change agent. Able to take pressure and work under tight schedule
- Self-driven and exhibits personal accountability for successful completion of projects and tasks assigned
- Strong exposure to customer and stakeholder engagement.
- Operational know-how in vendor management, business continuity management, customer engagement contact centres, project management tools highly desirable
- Knowledge in PCI-DSS, ISO 27001, CISSP controls will be an advantage
- Willing to travel on need-to basis
