Assistant Manager, Merchant Core Operations - Onboarding

Grab; Petaling Jaya; On-site; MYR 120,000 - 180,000; 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, Merchant Core Operations - Onboarding in Bandar Utama to lead the onboarding team, ensuring accurate merchant applications are processed and activated within SLA. You will drive automation and process improvements using Salesforce and data-enabled tools to boost efficiency.

You will collaborate with Commercial, Legal, Compliance, Technology, Product, and COE to deliver scalable onboarding solutions, oversee performance, and develop a high-performing team for

Qualifications

• 5+ years in merchant operations, onboarding, sales operations, or process improvement with SLA, quality, productivity, activation targets.
• Ability to design scalable processes, improve efficiency, automate, and use data to support decisions.
• Strong communication and collaboration across multiple teams.
• Experience leading and developing an operations team with coaching and capacity planning.

Responsibilities

• Lead end-to-end onboarding funnel, ensure SLA and activation targets are met with high quality.
• Drive product and process enhancements, partner with Product/COE to automate workflows including OCR-enabled apps.
• Manage stakeholders across Commercial, Legal, Compliance, Technology, Product, COE to deliver improvements.
• Lead and develop the team, set objectives, coach members, and manage capacity.

Skills

Operational performance

Product & process improvement

Stakeholder management

People management

Tools

Salesforce

OCR technology

Job description

Assistant Manager, Merchant Core Operations - Onboarding

• Full-time

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.

Get to Know the Team

The Merchant Core Operations team supports the merchant journey on Grab, from onboarding and activation through ongoing Merchant Support. We ensure merchant applications are processed accurately, merchants are activated within SLA, and quality standards are consistently maintained across both functions. Working closely with the Centre of Excellence (COE), Product, Commercial, and Compliance teams, we manage day-to-day operations while driving process improvements, product enhancements, and automation initiatives.

You will report to the Manager, Merchant Core Operations. This role is based at 1 First Avenue, Bandar Utama.

Get to Know the Role

This role oversees the end-to-end Merchant Onboarding funnel, from application submission through successful activation. You will lead the onboarding team to ensure applications are processed accurately, SLAs are met, and merchants are activated smoothly.

You will drive onboarding performance, quality assurance, product enhancements, process improvements, and automation initiatives such as OCR-enabled applications. This role requires a people-oriented and process-driven leader who can use data, Salesforce, and AI-enabled tools to improve efficiency and build a high-performing team.

The Critical Tasks You Will Perform

• Lead Onboarding Performance and Quality: Oversee the end-to-end onboarding funnel, ensuring SLA,, productivity, activation, and quality targets are consistently achieved with minimal errors and rework.
• Drive Product and Process Enhancements: Partner with Product and the Centre of Excellence to improve workflows, implement automation, reduce manual effort, and deliver solutions such as OCR-enabled applications.
• Manage Stakeholders: Work with Commercial, Legal, Compliance, Technology, Product, COE, and other stakeholders to resolve issues, manage escalations, and deliver sustainable operational improvements.
• Lead and Develop the Team: Set objectives, manage performance, coach team members, plan capacity, and foster a culture of accountability, collaboration, and continuous improvement.

What Essential Skills You Will Need

• Operational Performance and Quality: At least 5 years' experience in merchant operations, onboarding, sales operations, or process improvement, with experience managing SLA, quality, productivity, and activation targets.
• Product and Process Enhancement: Proven ability to design scalable processes, improve operational efficiency, implement automation, and use Salesforce, data, and AI-enabled tools to support decision-making.
• Stakeholder Management: Strong communication, collaboration, and problem-solving skills, with the ability to work effectively across Commercial, Legal, Compliance, Technology, Product, and COE teams.
• People Management: Proven experience managing and developing an operations team, including coaching, delegation, performance management, feedback, and capacity planning.

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 provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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