Regional Operations Manager

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 team operates within the Regional Operations Center of Excellence, primarily focusing on orchestrating enhancement of process and system/ product for backend operations services that support various Business Units in Grab. We are a team that:

• Celebrates collaboration and support and mutual respect.
• Is passionate about creating and ensuring value for our driver and merchant partners.
• Strives to do excellent and meaningful work with the clarity of thought, creativity and effective execution.
• Helps influence the overall operations efficiency of the company, especially involving that of our driver and merchant partners.

Get to Know the Role 

We are looking for a dedicated Regional Operations Manager with primary responsibility to oversee the content operations of merchants within our system efficiently. This individual is expected to ensure a seamless and effective content update, configuration and maintenance process across different merchant segments, contributing to the overall success of our operations. You will report to the Head of Merchant Operations, Regional COE. This role will be based onsite at our Yogyakarta office.

The Critical Tasks You Will Perform

• Oversee the end-to-end process of content operations for merchants, ensuring a seamless integration into our platform with ultimate objective to maintain high quality merchant
• Implement strategies and procedures to improve process efficiency, streamline turnaround times, and enhance stakeholder satisfaction.
• Establish a structured and effective process framework to continuously engage stakeholders, listen to their needs and feedback, and maintain communication.
• Collaborate with other departments and teams across all Grab markets to streamline cross-functional workflows impacting merchant content setup.
• Working closely with BPO (Business Process Outsourcing) vendor to ensure high quality output and to enable continuous improvement culture
• Ensure compliance with regulatory requirements and company policies throughout all processes.

Qualifications

What Essential Skills You Will Need

• Bachelor's/Master's degree preferably in management, business, public administration, or engineering
• Min. 5+ years of experience in operations or a similar field
• Experience managing and improving processes or similar operational workflows
• Clear articulation in conveying information in verbal and written, while building positive relationship with a diverse range of individuals
• Analytical and problem-solving abilities, with a keen eye for detail and a focus on process optimization.
• Experience with process excellence and owning operational standard operations procedures, experience with managing a team, experience with owning team SLA and KPIs

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.

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.