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 the team The team strives to revolutionize Grab Support the same way that Grab has revolutionized transportation by doing the following:

• Outserve to our drivers, partners, merchants and consumers
• Solve some of the most challenging and fascinating problems in Grab Support
• Foster a culture where we enjoy raising the bar constantly for ourselves and others, and that strongly supports the freedom to explore and innovate.

Get to know the role

• This role is a people manager that covers management of incident response professionals and team leads by working with large, complex, technical, business support or production operations teams
• Accountable for the performance of a team within its own discipline or function
• Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals
• Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan and receive guidance from senior manager or director
• Provides technical guidance to employees, colleagues and customer
• Has accountability for results in terms of costs, strategies and employees
• Liaise between Grab Support and Country Support to ensure process compliance

The Day-to-Day Activities Team Management:

• Analyze and maintain all SLA's and Operational Processes; implement improvement plans as needed;
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements;
• Manage and review operational reports (Attendance, scorecard, Metrics management reports);
• Create and maximize relationships with internal and external stakeholders;
• Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies;
• Lead or Participate in discussions about root cause discussion, reasons for attrition, etc.. (Team with Senior Leadership to develop actions plans and strategy);
• Provide feedback / Coach to team members on both call/chat/email coaching and other daily performance and behavioral activities;
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance;
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching;
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner;
• Participate in cross functional meetings to review information received from operational support functions - Training, Pops, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement;
• Implement best practices and over-deliver for stakeholders, drive consistent performance, evaluate staffing needs and suggest adjustments to meet changing requirements;
• Attend weekly performance reviews with stakeholders

Incident Management:

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols or processes
• Collaborating with the Country Safety and other pertinent departments and to ensure that all protocols are diligently followed.
• Influence, Suggest or Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with other Senior Leadership (country, regional or GS) if there are major/urgent issues
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks
• Drive urgency at all times

The Must-Haves

• Currently a Team Manager
• Call center or BPO experience is preferred
• Strong coaching skills
• Background in initiating and executing development action plans, which maximize performance, and provide effective feedback to team members
• Demonstrated ability to analyze and improve work processes and establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Willingness to work a flexible schedule (amenable being on call even on weekends and/or holidays)

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.