About this role
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...