Assistant Manager, Merchant Core Operations - Onboarding

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

The Assistant Manager, Merchant Core Operations - Onboarding role oversees the end-to-end Merchant Onboarding funnel, from application submission through successful activation.

Key Responsibilities:

• Lead Onboarding Performance and Quality: Oversee the end-to-end onboarding funnel, ensuring SLA, productivity, activation, and quality targets are consistently achieved with minimal errors and rework.
• Drive Product and Process Enhancements: Partner with Product and the Centre of Excellence to improve workflows, implement automation, reduce manual effort, and deliver solutions such as OCR-enabled applications.
• Manage Stakeholders: Work with Commercial, Legal, Compliance, Technology, Product, COE, and other stakeholders to resolve issues, manage escalations, and deliver sustainable operational improvements.
• Lead and Develop the Team: Set objectives, manage performance, coach team members, plan capacity, and foster a culture of accountability, collaboration, and continuous improvement.

Requirements:

• At least 5 years' experience in merchant operations, onboarding, sales operations, or process improvement, with experience managing SLA, quality, productivity, and activation targets.
• Proven ability to design scalable processes, improve operational efficiency, implement automation, and use Salesforce, data, and AI-enabled tools to support decision-making.
• Strong communication, collaboration, and problem-solving skills, with the ability to work effectively across Commercial, Legal, Compliance, Technology, Product, and COE teams.
• Proven experience managing and developing an operations team, including coaching, delegation, performance management, feedback, and capacity planning.

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