Primary purpose is to support the growth and efficiency of Grabpay Operations. Using your influencing skills, together with data analysis and creativity in “getting stuff done”, you will be able to drive through improvements and positively collaborate with country teams across the region.
Get to know the Role:
Expected to be familiar with daily operational metrics covering Grabpay’s business, and related financial metrics. Successful candidates will be able to map these metrics to operational action plans for improvements, innovations or changes implemented for repeatable success.
Content areas covered include regional Grabpay’s strategy and project implementation, oversight of costs, budgets and investment areas & support with management reporting and organisation design.
Building a strong and efficient operations team.
The day-to-day activities:
Functional - Identify, size, prioritize, and execute initiatives and processes to improve our payment platform in collaboration with Product, Engineering, Finance, Fraud and/or other relevant departments
Liaison personnel to oversee and manage the new processe for new grab product verticals, products and payments partners
Own and manage relationships with new and existing payment partners
Define, track, analyze, and own payments Key Performance indicators.
Work cross functionally to identify, replicate, size, and resolve payments related issues.
Shape GrabPay's payments and Chargeback processing processes
Develops and motivates an effective team to achieve their goals and make efficient use of human resources
Monitor team performance and report on metrics
Discover training needs and provide coaching
Recognize high performance and reward accomplishments
Ensure service levels target for the team is met.
Customer - Ensure customer metrics target for the team is met.
Coordinate with internal and external customers as necessary
Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
Assure that the team addresses all relevant issues within our grab standard policy
Financial - Ensure our team cost to serve is within budget.
People - Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
Ensure employee engagement scores is met.
Provide the team with a vision of the project objectives
Motivate and inspire team members
Lead by setting a good example (role model)
Coach and help develop team members
Facilitate problem solving and collaboration
Strive for team consensus and win-win agreements
Ensure discussions and decisions lead toward closure
Maintain healthy group dynamics
Intervene when necessary to aid the group in resolving issues
Assure that the team members have the necessary education and training to effectively participate on the team
Encourage creativity, risk-taking, and constant improvement
Recognize and celebrate team and team member accomplishments and exceptional performance
The must haves:
Good PC skills, especially MS Excel
In-depth knowledge of performance metrics
Excellent communication and leadership skills
Organizational and time-management skills
Decision-making skills
Possibility to work on weekends (flexible schedule)
Be detail and quality oriented as well as have strong analytical and problem solving skills.
Possess excellent verbal and written communication skills.
Be able to think outside the box and make balanced and unbiased decisions based on all available information.
Make balanced and unbiased decisions.
Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible.
Ability to demonstrate composure and a high degree of professionalism when in high pressure situations.