Description
Grab is Southeast Asia's leading superapp, providing various services including food delivery, financial management, and ride-hailing.
The Driver Core Operations team ensures Grab's driver operations run reliably and at scale across Malaysia, managing the end-to-end operational lifecycle from onboarding and support to payments and quality assurance.
We are looking for an experienced operations leader to lead Driver Core Operations in Malaysia, overseeing driver onboarding, support, payments, and quality assurance, ensuring operations meet business, compliance, and service standards.
Responsibilities:
- Lead Driver Core Operations across onboarding, support, payments, and quality assurance while ensuring service quality and compliance.
- Own operational performance, including service levels, turnaround times, quality, productivity, and partner experience.
- Partner with Driver COE, BPO, and other teams within Grab to strengthen governance and operational execution.
- Drive process improvements through automation, technology adoption, and process redesign to improve scalability and efficiency.
- Ensure operational readiness for new product launches, policy changes, and regulatory requirements.
- Develop a high-performing team while promoting a culture of accountability, collaboration, and continuous improvement.
Qualifications:
- At least 7 years of experience in Operations, Strategy, or Business Operations, with prior people management experience.
- Experience leading large-scale operations and delivering measurable operational improvements.
- Be able to translate data into actionable insights.
- Experience driving process improvement and change management across evolving priorities.
- Experience working with operational metrics, dashboards, and performance management frameworks.
- Experience using automation and AI tools to improve productivity, decision-making, or operational processes.
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.