Get to know our Team:
Customer Experience (CE) team drives one of our core values ‘Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals. Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
- Lead multiple process improvement projects with direct contact with senior executives in the organization.
- Participate in the shaping, deployment and implementation of an enterprise-wide Lean Sigma Continuous Improvement program.
- Facilitate quality and change management processes
- Identify customer needs and key drivers to reach customer satisfaction goals with financial benefit.
- Perform business process mapping & analysis
- Serve as a the principal adviser for Grab for all departments within this growing organization.
- Partner with the leadership team to select improvement areas and build a robust improvement strategy, integrate recommendations with other programs and initiatives.
The day-to-day activities:
- Work with Product Manager to identify product edge cases/unhappy paths
- Work with Product Manger to define enhancements needed to existing support tools and systems, to enable customer support and operations teams to handle exceptions/edge cases
- Work with Product Marketing Manager to define support content to be included in in-app Help Centre
- Work with Program Manager to define operations readiness timelines and have alignment to the larger program team in terms of GTM / Product rollout activities
- Work with Program Manager to update on operations status progress and be on point to flag out potential risks/issues that will impede the product delivery timelines
- Develop clear SOPs/process maps and escalation paths for exceptions/edge cases identified
- Manage development of training content for internal knowledge management platforms used by our customer support and operations teams
- Train and equip customer support and operations team with product knowledge to enable them to handle exceptions
- Track and monitor support requests received from customers, and report these to product/marketing teams on a regular basis
The must haves:
- Overall 10+ years of working experience with at least 3-5 yrs of experience as a process engineer, customer support or operations manager. Payment / banking experience is preferred
- Strong analytical and stakeholder management skills. Product management/development skills a plus
- Good grasp of technology, operations and customer support systems
- Able to work in a dynamic, fast paced environment in a rapidly growing tech company
- Able to work independently with minimal supervision
- Able to travel 2-3 times a month, or as and when needed
