Manager, Service Excellence and Digital Operations

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 Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, guided by a commitment to business process optimization, digital innovation, and strategic vendor management. We will ensure our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

You will be the chief executor of operational excellence, managing the full design-to-delivery lifecycle for support quality, processes, and agent capability. You will ensure the Service Excellence & Experience Head sets the strategic vision, which you will translate into high-quality, measurable results across business processes, quality assurance, agent training, and digital enablement.

You will lead the effort to transform reactive support into proactive, efficient service. This transformation will achieve optimization of workflows, ensure process adherence through quality checks, equip agents training, and use AI and automation technologies.

The Critical Tasks You Will Perform

• Business Process Execution & Optimization:
• Define, document, and advocate for the best support processes, identifying operational bottlenecks and leading complex optimization projects using methodologies like Lean or Six Sigma.
• Ensure process documents (SOPs) and knowledge articles are current, accessible, and reflect the live operational environment.
• Training & Capability Strategy:
• Lead the development of all agent training programs (new hire, refresher, and product updates) to ensure deep process understanding and quality adherence across both in-house and BPO teams.
• Establish a mechanism for certifying agent proficiency and ensuring training content align directly with process and quality standards.
• Quality Management & Adherence:
• Integrate quality frameworks (defined in partnership with Strategy and Insights) into process design and training content, serving as the operational owner for meeting quality standards.
• Establish and maintain feedback loops between Quality, Process, and Training teams to drive immediate corrective actions and preventative process adjustments.
• Digital Operations & Automation Implementation (Execution Focus):
• Tactically lead the full implementation lifecycle of approved digital and automation projects (AI/ML tools, self-service solutions, CRMs) to enhance agent efficiency and customer experience.
• Manage smaller-scale digital enhancements and platform configurations to improve daily operations.
• Team Leadership & Development:
• Develop a high-performing team of Business Process Analysts, Training Specialists, and Help Center/Content Developers, promoting a culture of continuous improvement and data-driven execution.
• Operational Change Management:
• Partner directly with the Service Delivery Team and BPO operations to ensure smooth, successful adoption of new tools and training programs, managing organizational change.

Qualifications

What Essential Skills You Will Need

• 8 years of experience leading teams in a combination of business process, quality assurance, training, or digital transformation within a high-volume contact center environment.
• Track record in driving process improvements using methodologies like Lean or Six Sigma.
• Expertise in using support technologies (CRM, automation, AI/ML tools) to improve operational metrics.
• Translate complex process requirements into simple training and documentation.

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.