IN YOUR ROLE, YOU WILL:
- Lead the functions of the Operations Support team to provide Operations with specialised and standardized practice of work process definition and documentation, workforce management, training and quality management to drive high-performance operational outcomes.
- Lead the functions of vendor management, analytics, tools and automation support for the Operations.
- Work closely with various Operations teams to design, implement and follow through on programs, processes and procedures, and gain insights into improvement opportunities for the operations.
- Establish and operationalise a fit for purpose resourcing model to deliver the staffing required of BAU to meet delivery SLAs in the most efficient and effective manner
- Design robust Operational contingency plans to target consistent performance, efficiency and protection of committed operational delivery timelines.
- Drive a continuous improvement culture, staying abreast of industry trends and innovations in systems and ways of working to deploy projects into Operations that enable demonstrable improvements across key performance indicators
AS OUR IDEAL CANDIDATE, YOU HAVE:
- At least 5 years of experience in the same capacity
- Strong exposure to strategic problem solving and root cause analysis methodologies
- Proven track record of strategic and operational planning, collaborative working and leading the delivery of high quality customer focused services.
- Successfully designed, executed and continuously improved on processes, SOPs and/or projects designed for Operations enhancements
- Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
- Excellent communication and interpersonal skills
- Strong organizational skills and attention to detail
Get to know Grab:
Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people. We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle. We recently launched our fintech platform – GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability. Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam. We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.
