Description
Grab is Southeast Asia's leading superapp, offering various services including food delivery, financial management, and transportation.
As an Assistant Manager Regional Performance Management, you will lead our efforts to drive performance by supporting each country to exceed operational targets.
Responsibilities
- Define performance standards: Responsible for defining the performance standards and indicators that will be used to measure and evaluate the performance of the Country by verticals, BPOs and Region as a whole.
- Plan performance objectives: Collaborate with the Regional Analytics team as well as Country teams in planning the performance targets.
- Communicate and Collaborate: Conduct regular cadences with Country teams and BPOs on the performance. Ensure all are informed, engaged and satisfied with the performance management process and system.
- Track performance results: Monitor the performance results of countries, verticals and the region as a whole. Analyze on the performance data and indicators, and comparing them with the performance standards and goals.
- Provide data Insights: Usage of different methods and tools to monitor performance, such as dashboards, reports, observations, regular rigors and audits. Identify and work with the teams to address any performance gaps, issues, and risks that may arise.
- Review performance outcomes: Conduct regular performance reviews to be done weekly, monthly and quarterly. Foster the usage of the performance results, indicators and data to evaluate the performance achievements, challenges and areas for improvement of the teams.
- Improve performance quality: Identify performance improvement actions, programs and plan to enhance the performance results, outcomes and standards.
- Stakeholders Management: Manage the performance expectations, feedback and conflicts of the performance partners.
Qualifications
- Bachelor's Degree in Business Administration; MBA or other relevant advanced degree will be an advantage.
- 5 years + experience in contact centers, vendor management, or have worked for a business process outsourcing setting.
- Understanding of Contact Center Operations, Efficiency models, Key Performance indicators and contributing factors.
- Demonstrate analytical capabilities, structured process thinking, and a strong aptitude for numbers.
- Experience managing and negotiating contracts and service level agreements with vendors.
- Have experienced support multi-country operations.
Benefits
- Term Life Insurance and comprehensive Medical Insurance.
- GrabFlex, create a benefits package that suits your needs and aspirations.
- Parental and Birthday leave, and Love-all-Serve-all (LASA) volunteering leave.
- Confidential Grabber Assistance Programme.
- FlexWork arrangements.