Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

The Regional Operations Center of Excellence focused on the intricate backend services for driver-partners along with aspects of merchant vendor management.

Get to Know the Role

You will play a crucial role by supporting the acquisition and onboarding of new drivers, by focusing on the back-end processes essential for activating new drivers into our system and ensuring they meet our standards and exceptional service to our customers. You will work with different teams to refine the acquisition and onboarding process accurate records, and provide support to incoming drivers.

It will be an individual contributor role and you'll report directly to the Driver Operations Manager - Regional Center of Excellence.

The role will be based onsite at our Ortigas Grab office with flexible work arrangements.

The Critical Tasks You Will Perform

• Oversee the entire driver operations process, from application receipt to activation, while enhancing acquisition and onboarding systems for improved efficiency and reliability.
• Collaborate with other departments and teams across all markets of Grab to improve workflows helping driver acquisition and training
• Manage 3rd party vendors' performance and serve as a level 2 escalation in the following areas:
• Acquisition: Lead generation activities like calling drivers to be acquired
• Driver Documentation: Process documents required for driver onboarding, including background checks, regulatory records, and other relevant information
• System Setup: Input driver information into our internal systems, ensuring accuracy and completeness. Set up profiles, schedules, and any necessary account details
• Compliance Checks: Ensure all drivers meet regulatory and company-specific requirements before activation.
• Onboarding Support: Coordination of onboarding sessions and training programs for new drivers. Provide ongoing support to drivers throughout the onboarding process
• Issue Resolution: Point of contact for new drivers, addressing any questions they may have.
• Feedback: Collect feedback from new drivers to improve the onboarding process

Qualifications

What Essential Skills You Will Need

• Bachelor's degree in Business Administration, Supply Chain Management, or related field
• 5+ years of experience in data analytics and process improvement role will be crucial
• 3+ years of BPO, customer service, support, training, and quality experience will be an advantage
• Proficiency in spreadsheet and database management, with the ability to manage large datasets.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• 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

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.