Head of Business Support

KEY RESPONSIBILITIES

Business Support is a unique function formed in Grab Vietnam to centralize controls activities. This function comprises 3 critical processes including Payments, Quality Controls and Quality Assurances in a fast-paced organization. These represent key focuses in monetary dealings, quality of internal and external stakeholders. Business Support function also has objective to coordinate and build up STP (Straight Through Processing) to minimize human intervention and hence mitigate the risk of manual processes. The followings describe scope of work of each function:

1. Quality Controls: this team focuses in performance monitoring including fraud detection and quality of on-boarding Grab partners (drivers, bikers). These controls activities are developed through metrics and automations to make sure that the partner provides services through Grab platform with highest quality. Penalization will be automatically applied once a case is detected. Grab has a strong background in developing Machines Learning algorithms to support these controls. QC team plays critical role in making sure the metrics working as intended and corrective actions are carried out appropriately.

2. Quality Assurances: this team is responsible for internal processes and focuses mainly in checking activities. The results will be key contributions to build up recommendations and optimizations for the business operations. Grab also focuses in ISO certification and QA team plays a critical role in this area as the main coordinator and pre-assurance for Grab VN to be eligible.

3. Payments: this team is specialized in operations activities of monetary dealings (cash-in and cash-out of partners and passengers). The main objectives are to assure no financial loss will incur for Grab VN. This team plays a critical role in first line of defense before the second line checks performed by Finance Controller. The main focus is to improve all processes involved and shift them into straight through processing with minimal impact to both partners and passengers. This function is also one of the key focuses of Grab as a group in SEA to develop Grab Pay services. Grab Pay services will go beyond Grab to be a payment platform for Grab business partners. It will be the key business for Grab by 2020 with much larger scale than the transportation/e-hailing industry.

QUALIFICATIONS:

• Degree or Professional Qualification in a related field
• At least 10 years of experience in leading teams
• Experience in credit/debit card payment industry, particularly in leading teams of operational personnel in the payments business
• Good understanding of the fraud space with hands-on knowledge of fraud, payments and risk
• Strong experience with metrics and reporting, and tools like Zendesk and Excel
• Excellent written and verbal communication skills along with strong leadership skills
• Detail-oriented and efficient time manager who is able to thrive in a dynamic and fast-paced working environment
• Proficiency in a local SEA language is preferably
• A strong understanding on the SEA payments ecosystem, with previous experience in FinTech or Startup experience is a plus