Assistant Programme Manager, Training

Grab is Southeast Asia's leading superapp, providing various services including food delivery, financial management, and transportation.

As a member of our Training and Quality team within Customer Operations Excellence (Enablement), you will operate as the learning architect across Malaysia and Singapore.

As the Assistant Programme Manager, Training, you will lead end-to-end training programmes, curriculum governance, and capability development across Malaysia and Singapore.

The Critical Tasks You Will Perform:

• Lead the end-to-end design, delivery, and governance of training programmes across in-house and BPO partner teams in Malaysia and Singapore.
• Translate operational priorities, policy changes, and quality performance findings into structured training plans and governed delivery calendars.
• Lead calibration and certification programs for BPO partner trainers to ensure consistent training execution across all vendor sites.
• Regularly audit training execution at BPO sites to prevent standard drift and guarantee compliance with Grab's operational standards.
• Evaluate training programme effectiveness using post-training KPI tracking (nesting performance, early-tenure quality, speed to proficiency).
• Report training results, agent capability progress, and performance impact directly to your Manager and Operations Leads.
• Provide direct operational guidance and coaching to the Training Specialist.

QUALIFICATIONS:

• You have 3+ years in Instructional Design, Training Programme Management, or L&D within large-scale contact centers or BPO environments.
• You have proven expertise in instructional design, learning principles, curriculum development, and multi-site BPO training governance.
• You have an analytical mindset with the ability to evaluate training success using hard operational metrics (nesting SLAs, initial quality scores, defect rates).
• You have strong vendor management skills to enforce training standards across internal teams and external BPO partners.
• You have exceptional written and verbal communication skills in English and Bahasa (required); proficiency in navigating local operational nuance across Malaysia and/or Singapore markets is highly preferred.

Life at Grab:

• 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