Assistant Manager, Operations Excellence & Process Improvement

Grab; Selangor; On-site; MYR 100,000 - 130,000; Full time

Job summary

A leading Southeast Asian superapp is seeking an experienced leader to oversee the Platform Governance team. In this role, you will ensure operational quality and enhance policy execution while driving process improvements. The ideal candidate has at least 5 years of experience in business process improvement, is proficient in SQL, Excel, and Google Sheets, and is committed to using data to optimize workflows. This onsite position in Malaysia offers outstanding employee benefits including flexible work arrangements.

Benefits

Term Life Insurance

Medical Insurance

Flexible work arrangements

Parental leave

Birthday leave

Volunteering leave

Grabber Assistance Programme

Qualifications

• Minimum 5 years of experience in business process improvement.
• Proven track record in designing scalable processes.
• Basic proficiency in SQL for querying data.
• Advanced skills in Excel and Google Sheets.

Responsibilities

• Operationalize policy rollouts into scalable workflows.
• Develop operational monitoring strategy with key metrics.
• Drive strategic process improvement and reduce costs.
• Lead the Quality Assurance function and implement audit framework.

Skills

Business process improvement

Operational efficiency

Data-driven decision making

Team leadership

Analytical skills

Tools

SQL

Excel

Google Sheets

Job description

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 Platform Quality & Experience team at Grab is composed of passionate individuals dedicated to maintaining and improving the experience of users on our platform. This dynamic group is at the heart of our operations, ensuring that each interaction is smooth. We believe in insights from user behavior and data analysis to foster a positive experience for everyone involved with Grab, from driver and delivery-partners to merchant-partners and consumers. As a member of this team, you'll be collaborating across teams and contributing to the strategic advancement of the platform's quality and experience.

Get to Know the Role

• Lead Grab's Platform Governance team, overseeing operational quality and policy execution.
• You will guide a team focused on analytical insights, QA audits, and process improvement, while also defining monitoring metrics for execution health.
• We seek a process-oriented leader who uses data to drive change to ensure platform integrity.
• This onsite role reports to the Manager, Platform Quality & Experience.

The Critical Tasks You Will Perform

• Operationalize Policy Rollouts: You convert new policies into scalable workflows for the team, ensuring rapid and accurate deployment across the platform.
• Develop Operational Monitoring Strategy: You define key metrics and methods for monitoring policy execution health, and partner with the BI teams to develop necessary monitoring tools.
• Drive Strategic Process Improvement: You identify, and lead projects to optimize workflows, increase automation, and reduce operational costs for manual policy tasks.
• Lead the Quality Assurance (QA) Function: You define and rigorously implement the QA audit framework for all execution teams, ensuring high accuracy and policy consistency across the platform.

Qualifications

What Essential Skills You Will Need

• You have a minimum of 5 years' experience in business process improvement, including process mapping, operating model design; and regional or global operations experience
• You have proven track record in designing scalable processes and driving operational efficiency is critical for this role
• You have basic proficiency in SQL for querying data and supporting analytical decision-making.
• You have advanced in Excel and Google Sheets

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 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.