Regional Performance & Insights Lead

Grab; Jakarta Pusat; On-site; IDR 300,000,000 - 420,000,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab is seeking an Assistant Manager, Regional Performance Management in Jakarta to lead efforts in driving performance across countries and verticals. You will support in-house or BPO operations, collaborate with stakeholders, and ensure feedback loops inform performance improvements.

You will work with Regional Vendor Management to ensure SMART goals align with partner needs and drive cross-functional performance initiatives across Southeast Asia.

Qualifications

• Bachelor's Degree in Business Administration; MBA or advanced degree is an advantage.
• 5+ years in contact centers or vendor management or BPO setting.
• Knowledge of Contact Center Operations, KPI factors and contributing factors.
• Demonstrate analytical capabilities, structured process thinking, and strong numerical aptitude.
• Experience negotiating contracts and SLAs with vendors.
• Experience supporting multi-country Southeast Asia operations.
• Ability to drive performance improvements through cross-functional collaboration.
• Personal accountability for completing projects and tasks.
• Desire to improve the customer journey.

Responsibilities

• Define performance standards for Country, verticals, BPOs and Region.
• Plan performance targets with Regional Analytics and Country teams.
• Communicate and collaborate with Country teams and BPOs on performance.
• Track performance results and compare with standards and goals.
• Provide data insights using dashboards, reports, and audits; address gaps.
• Conduct regular performance reviews weekly, monthly, quarterly.
• Identify actions to improve performance and plan initiatives.
• Manage stakeholder expectations across Country, Product, BPO teams.
• Foster continuous improvement using performance data and indicators.

Skills

Vendor management

Contact centers

BPO experience

KPI understanding

Analytical skills

Contract management

Multi-country operations

Project management

Customer focus

Education

Bachelor's Degree in Business Administration

MBA advantageous

Job description

Grab is seeking an Assistant Manager, Regional Performance Management in Jakarta to lead efforts in driving performance across countries and verticals. You will support in-house or BPO operations, collaborate with stakeholders, and ensure feedback loops inform performance improvements.

You will work with Regional Vendor Management to ensure SMART goals align with partner needs and drive cross-functional performance initiatives across Southeast Asia.