Get to know the Role:
Reporting to the Head of Partner Management, the Partner Management Lead will direct and oversee the communication, training, safety and quality of driver-partners on the Grab platform. The ideal candidate should have the passion and mission to ensure Grab protects and outserves both its customers and driver-partners better.
The day-to-day activities:
- Daily tracking, monitoring, and investigation of incidents, analyse and present safety data in order to propose initiatives to improve the Grab platform. You will require to work closely with incident response team and the public relations team in escalations of incidents to Management and propose steps to mitigate business risks.
- Lead and supervise the partner communication team by planning and executing on creative educational content, track and monitor engagement on social media, and provide real-time updates to Grab’s driver-partners.
- Lead partner training team to create and conduct both offline and e-learning training to improve driver-partner knowledge various in-app features, and on ways to enhance earning opportunities.
- Lead partner quality team on improving driver quality and performance through the Grab’s quality and fraud frameworks. The Partner Management Lead may also be required to interview driver-partners who breach Grab’s policies and code of conduct
- Work with the Regional Safety team to rollout new safety features for both the Passenger and Driver apps to enhance safety and user experience for Grab users in Cambodia.
- You will be expected to steer and influence the team and local leadership teams from different business verticals, through insightful analysis and meaningful initiatives, to ensure that Grab is able to protect, serve both partner and customer better.
The must haves:
- Minimum bachelor's degree - 3+ years of experience in leading small team.
- An analytical mindset to identify and critically analyse quantitative and qualitative patterns that are associated with ongoing trend.
- Excellent problem solving/decision making, communication and interpersonal skills.
- Open and growth mindset and love to learn and share knowledge to others.
- Ability to persuade others to buy-in idea and perception especially when it comes to behavioral change.
- Self-motivated to manage multiple tasks simultaneously and to meet deadlines.
- Outstanding spoken and written communication skills.
- Strong sense of customer centricity.
