Job Description:

Life at Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia

Get To Know Our Team

The primary purpose is to support the growth and efficiency of GFG Risk Operations which include chargeback, fraud investigation & prevention and merchant & consumer onboarding due diligence. Using your influencing skills, together with data analysis and creativity in "getting stuff done", you will be able to drive through improvements and positively collaborate with country teams across the region.

Get To Know the Role

Expected to be familiar with daily operational metrics covering GFG business and related financial metrics. Successful candidates will be able to map these metrics to operational action plans for improvements, innovations or changes implemented for repeatable success.

Content areas covered include regional GFG strategy and project implementation, oversight of costs, budgets and investment areas, support with management reporting and organisation design.

Building a strong and efficient operations team.

The Day-to-Day Activities

1. Team Management

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Develops and motivates an effective team to achieve their goals and make efficient use of human resources.
• Recognize and celebrate team and team member accomplishments and exceptional performance.
• Discover training needs and provide coaching
• Ensure employee engagement scores are met.
• Able to strategize future growth of the broader business.
• Gets buy-in and alignment for change management across teams.

2. Target Management

• Set objectives and key results (OKR) targets based on business direction and obtain buy-in from management.
• Accountable for specific business targets (Example: SLA, Quality, Productivity) relating to domain and reporting to stakeholders.
• Monitor team performance and report on metrics.

3. Operational Planning and Continuous Improvement

• Preferably possesses detailed knowledge of risk management not limited to risk analytics tools, processes, and overall risk operations architecture.
• Works on providing operational risk analysis findings to identify operational risks, historical causes of losses and provide deep insights.
• Monitor high risk operational and emerging risk incidents with the aim of strengthening the organisation's control environment and improving control processes.
• Propose new mitigation activities or improvements to improve risk mitigation efficiency.
• Makes technical trade-offs between short term team needs and long-term business / product needs.
• Responsible for being involved in policies and procedures implementation within the organisation's operational risk management framework.
• Identify and propose corrective actions based on operational risk exposure related to business processes and or technology platforms.
• Analyse complex issues and improve, adapt existing or create new methods, techniques, or processes.

The Must-Haves:

• Bachelor's degree with a minimum of 3 years of managerial experience of managing team leaders.
• Having experience in managing complex processes, big teams with more than 50 headcounts and experience in managing cross-border teams would be highly advantageous.
• The ability to work across countries and cultures is needed to succeed in this role.
• In-depth knowledge of performance metrics (Example: SLA, Quality, Productivity, Occupancy)
• Be able to think outside the box and make balanced and unbiased decisions based on all available information.
• Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible.
• Ability to demonstrate composure and a high degree of professionalism when in high-pressure situations.
• Excellent leadership skills with experience in end to end people management
• Good written and verbal communication skills
• Good Organizational and time-management skills
• Ability to be detail-oriented with emphasis on good quality outcomes
• Strong analytical and problem-solving skills.
• Good PC skills, especially MS Excel (Analytical & reporting ability with MS Excel with knowledge of advanced formulas such as Pivot Table).

Our Commitment

We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.

About Grab

Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries.

Join us today to drive Southeast Asia forward, together.