About this role
Get to Know the Role
Operational Leadership
Oversee daily Centre Operations; ensure efficient, high-quality support.Review E2E consumer journey/feedback; implement improvements.Manage and resolve escalations.Act as primary liaison with Grab stakeholders; relay partner‑escalation feedback.Performance Management
Monitor, analyze, and report team OKRs (e.g. waiting/handling times, CSAT); provide feedback and drive improvements.Train and assess teams on the latest Grab products, services, and policies.Run regular team meetings, coaching, and performance reviews to reinforce a partner‑centric culture.Manage vendors (BPOs) to meet Service level agreements, scale capacity, and uphold quality standards.Oversee and maintain process documentation and training materials (regular reviews/updates).Process Improvement and Automation
Map/redesign processes to eliminate manual steps and bottlenecks through automation.Improve adoption of digital/automated tools; ensure smooth transition and high proficiency.Explore AI use cases to enhance service delivery and operational efficiency.This role reports to the Manager, Platform Operations, onsite at our Tampines office.
What Essential Skills You Will Need
You have 5+ years in customer service/service centre; 3+ years in a supervisory/team lead role.Bachelor's in Business, Operations Management, or related field (preferred).Process improvement expertise (Lean Six Sigma, Agile) and hands-on experience with automation/AI in service centres.Track record in motivating and developing teams. 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 hoursWhat 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.