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.

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.

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.

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.

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.

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.

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

Head, Business Process Transformation

Skills