Manager, Platform Safety and Quality

Get To Know The Team

The Platform Safety and Quality team is a strategic operations team that supports Grab’s business verticals and functions, responsible for all safety-related aspects of the platform. The RRteam reacts to and tackles real-time issues ranging from criminal incidents to road traffic accidents that occur on our platform. We work cross-functionally to build processes to ensure safety incidents are identified and responded to timely. Using data, we identify trends to develop policy, products and programmes to protect our users. We partner with external stakeholders - government agencies and NGOs - who share similar interests to deliver the safest experience on our platform across all verticals. Platform safety is not workplace/occupational health and safety. We are focused on our external users - from drivers to passengers, merchants to consumers - and we seek to create a safer everyday for all of them as Grab grows to become an everyday superapp.

Get to know the Role:
 

• Lead key strategic projects and initiatives aiming at improving efficiency in regional safety operations and enhancing partner quality through online training

• Collaborate with Regional and Country Safety leads to drive operational improvement and automation projects

• Identify and drive cost reduction initiatives

• Develop and track key efficiency, quality and cost metrics 

• Responsible for an online learning management platform designed for partners

• Collaborate with Product Managers to identify enhancements to improve learner experience

• Provide instructional design for key training programmes that will help to raise quality and safety standards of partners

Key Day-to-Day Responsibilities:

• Identify operational gaps and areas of improvement by liaising closely with regional and country leads and create higher efficiency and low cost mechanisms
• Manage the regional quality and safety framework to monitor and improve driver behavior and quality while reducing safety risk
• Drive training initiatives to enhance partners’ skills and knowledge for service excellence
• Partner local training teams to produce relevant and engaging learning content for different partner segments of Grab
• As the business owner of the learning management system, provide regional system administration and support to help country teams leverage on the learning features
• Work with country operations to craft content strategy and campaign planning 
• Work closely with Product Management team to enhance the user learning experience via focus group interviews and field observation studies

What You'll Need to Have:

• Minimally bachelor's degree with 3-6 years of experience.

• Able to implement effective operational processes and identify opportunities for continuous performance improvement

• Excellent problem solving, decision making and analytical skills to develop a variety of complex policies and procedures with minimal guidance.

• Strong communication and interpersonal skills in order to exert influence without direct line authority

• Highly adaptable across situations and industries

• Proven track record of conceiving, documenting and implementing new processes

• Excellent stakeholder management skills and executive presence to be able to influence leaders across the organization.

• The ability to analyse and present data comprehensively and accurately, with the drive to execute on actionable findings.

• The flexibility to work cross-functionally, independently or virtually in a minimally structured and fast-paced environment. 

• PMP and/or Six Sigma qualifications a plus