Head, Service Excellence

Company Description

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.

Job Description

Get to Know the Team

The Service Excellence & Experience team is the engine of operational excellence for Grab Support. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

The Service Excellence & Experience Head will lead the team responsible for business process, automation, and vendor management. You will set the strategic direction for operational efficiency and innovation, ensuring all processes and vendor relationships are optimized to meet the evolving needs of the business. You will champion a culture of continuous improvement and digital transformation.

The Critical Tasks You Will Perform

• Define (in partnership with Regional Grab Support teams and relevant cross functional partners e.g. Grab Support Tech Family ) and execute the strategic roadmap for operational excellence, training, quality, automation, and vendor management.
• Lead and mentor a diverse team of professionals in business process, digital operations, content development, and vendor management.
• Oversee the identification, analysis, and re-engineering of core business processes to drive efficiency and reduce friction.
• Drive the adoption of new technologies and automation solutions to enhance agent capabilities and improve service delivery.
• Manage key vendor relationships, ensuring they deliver on performance and quality standards.
• Establish a robust Command Center to provide real-time operational oversight and rapid response to service disruptions.
• Collaborate with cross-functional leaders to ensure alignment on operational goals and initiatives.
• Serve as a key strategic partner to the Head, Service Delivery and Country Operations, in the planning and execution of business scaling initiatives to meet dynamic market demands
• Ensures operational spending and BPO costs align with the Regional VMO's budget and the Annual Operating Plan.

Qualifications

What Essential Skills You Will Need

• 10-15 years of progressive career in process standardization and re-engineering, automation in Customer Experience/ Operations, BPO, Shared Services and In-house Operations with multiple stakeholders or highly matrixed organizations.
• 5 years or more in a leadership to senior leadership position with a proven track record in digitizing experiences and process improvement resulting in experience, efficiency and effectiveness value.
• Strong expertise in business process management, digital transformation, and significant exposure with vendor and partner management.
• Experience in implementing/integrating hybrid-agentic workforce in customer support operations is advantageous
• Partner and collaborate with local, regional partners and cross-functional teams.
• Has advanced experience and understanding on planning and managing budgets.

Additional Information

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.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

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