Head of Grab Support, Philippines

1 week ago

Pasig, National Capital Region, Philippines GrabTaxi Holdings Pte. Ltd. Full time

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

The Grab Support PH team works with senior leaders across the organization to lead impactful projects that enhance our customer experience. We value collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners.

Get to Know the Role

As the Head of Grab Support - Philippines, you will lead an enthusiastic team of agents, support teams and managers, and partner with our BPO vendors.

This is an onsite role to our Ortigas office and you will report to the Head of Grab Support Strategy, Analytics and Country Operations.

The Critical Tasks You Will Perform

  • You will understand and review local support feedback and identify potential opportunities and lead changes if necessary

  • You will lead the way in developing consumer and partner - centricity strategies / programs intended to help our company analyze a positive user experience at every touchpoint

  • You will gather intelligence related to the wants and needs of current and targeted users; design and integrate systems to support goals

  • You will work with country, regional, and operations to incorporate strategies and gain insights into improvement local opportunities

  • You will evaluate personnel to ensure efficient operations and achievement of business metrics

  • You will ensure achievement of service level agreements / metrics, quality, and OKRs through management of teams, partners, and resources

What Essential Skills You Will Need

  • 8+ years of experience in a customer-centric environment (customer support, customer success, telesales and it's related fields) in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, or hospitality)

  • 8+ years of experience in process development to ensure client satisfaction, while supporting we reach its corporate targets

  • Experience managing large teams, motivating, coaching, and inspiring team members to achieve excellent service experiences

  • Experience and skill in areas such as process development and audit, quality management and training, and workforce management and reporting

  • Analytical and process-oriented; ability to problem-solve; ability to perform well in complex situations

  • Experience with budget ownership and management

  • Fluent in local language and English both oral and written

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

  • We have your back with Term Life Insurance and comprehensive Medical Insurance.
  • With GrabFlex, create a benefits package that suits your needs and aspirations.
  • Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
  • We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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