# Head, Business Process Transformation

**Company**: Grab
**Location**: Pasig City
**Experience**: executive
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Grab/744000140656898-head-business-process-transformation?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_46127e3c-81c

## Description

Grab is Southeast Asia's leading superapp, offering various services such as food delivery, financial management, and transportation.

You will lead the strategy, design, and execution of complex, multi-year process re-engineering projects across customer support functions.

### Responsibilities

#### End-to-End (E2E) Process Redesign & SOP Standardization

- Lead process discovery and redesign across customer support verticals, establishing standardized SOPs, decision frameworks, and routing logic across countries while balancing local regulatory requirements.

- Analyze As-Is operational pain points and map future-state (To-Be) processes that simplify agent/customer touchpoints, reduce transaction complexity, and drive operational cost efficiencies.

- Establish process ownership models, documentation standards, and change control mechanisms across all core support channels.

#### Strategic Lead for Enterprise Transformation

- Drive country-level business readiness, SOP harmonization, transaction complexity standardization, and Go-To-Market (GTM) execution.

- Partner directly with Regional Product, Engineering, and Tech teams to translate business requirements into system capabilities,ensuring enterprise technology enables the future operating model rather than replicating legacy processes.

- Serve as the strategic alignment lead between regional program leads and local support heads.

#### Operating Model & Future-State Evolution

- Define and execute the post-deployment operating model, including vertical process ownership, future role profiles, and responsibility matrices (R&R).

- Partner with tech teams to identify manual, repetitive, or high-friction tasks to recommend intelligent routing, workflow automation, and AI agent integration into standardized processes.

#### Business Readiness & Change Adoption

- Lead business readiness frameworks across internal and BPO operations, ensuring new processes, toolsets, and SOPs are seamlessly embedded through training alignment, communication plans, and pilot programs.

- Establish feedback loops post-rollout to monitor adoption, quality adherence, and process performance metrics,iterating workflows based on business outcomes.

### QUALIFICATIONS

#### Essential Skills

- 10–15 years of progressive leadership experience in Business Process Re-engineering (BPR), Enterprise Tech Implementations, Shared Services, or Large-Scale Operations Transformation within high-volume contact centers or tech platforms.

- Proven track record in mapping E2E processes (As-Is / To-Be), establishing SOP governance, and leading cross-border process harmonization across matrixed environments.

- Demonstrated ability to lead organizational change, business readiness, and go-to-market adoption strategies for major software, CRM, or ERP rollouts.

- Exceptional executive presence with experience managing complex, cross-functional stakeholders (Regional Product, Engineering, Operations, and Country Managing Directors).

- Advanced knowledge of Lean, Six Sigma, Target Operating Model (TOM) design, and continuous improvement frameworks.

### 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

## Skills

### Required
- Business Process Re-engineering
- Enterprise Tech Implementations
- Lean
- Six Sigma
- Target Operating Model

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Grab/744000140656898-head-business-process-transformation?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)