Senior Manager, Grab Support Strategy

As a member of the Grab Support (GS) Strategy & Planning team, you will serve as the strategic control tower for customer support across Malaysia and Singapore.

You will lead the GS Strategy & Planning function across Malaysia and Singapore, overseeing multidisciplinary teams across Data & Reporting, Compliance & Governance, and Operational Performance Analytics.

Your core mission is to establish rigorous operational governance, evaluate cross-functional trade-offs across Operations and Enablement, and ensure strategic decisions deliver cost efficiency, productivity, and an elevated customer experience.

Key responsibilities include:

• Translating regional business priorities into an integrated MY/SG Support operating model
• Evaluating cross-functional trade-offs and prioritizing high-impact strategic initiatives
• Converting strategic priorities into execution roadmaps with clear performance milestones and accountability structures
• Leading and mentoring people managers and senior individual contributors across Data & Reporting, Compliance & Governance, and Operational Performance Analytics
• Establishing and steering executive governance mechanisms, operational reviews, and performance tracking cadences for MY/SG Support leadership
• Partnering with Enablement and Operations leaders to drive process standardization and continuous improvement
• Leveraging Generative AI (GenAI) and automation tools to streamline reporting workflows and elevate team productivity

Requirements:

• At least 10 years of progressive leadership experience in Customer Operations, Operational Strategy & Planning, Management Consulting, or Business Transformation
• Experience designing integrated operating models and managing complex operational trade-offs
• Demonstrated executive presence with extensive experience influencing senior stakeholders and driving cross-functional alignment
• Deep proficiency in operational performance frameworks, financial and cost-efficiency modeling, and operational metrics governance
• Direct experience managing and coaching multidisciplinary teams
• Professional written and verbal communication skills in English and Bahasa
• Experience engaging with AI tools and emerging technologies

Benefits:

• Term Life Insurance and comprehensive Medical Insurance
• GrabFlex benefits package
• Parental and Birthday leave
• Love-all-Serve-all (LASA) volunteering leave
• Confidential Grabber Assistance Programme
• FlexWork arrangements