Assistant Manager, Operations Excellence & Process Improvement

Operations; Selangor; On-site; MYR 120,000 - 150,000; Full time

Job summary

A leading tech platform in Malaysia is seeking a proactive leader to oversee its Platform Governance team. This role focuses on ensuring operational quality and executing policies effectively while driving strategic process improvements. The candidate will convert new policies into scalable workflows, develop monitoring strategies, and implement a comprehensive Quality Assurance framework. Ideal candidates should possess impressive analytical skills and data-driven decision-making capability, along with experience in enhancing workflows and reducing operational costs.

Qualifications

• Proven experience in operational quality and policy execution.
• Strong leadership capabilities with a focus on data-driven insights.
• Ability to manage quality assurance and guide teams effectively.

Responsibilities

• Lead the Platform Governance team overseeing operational quality.
• Develop and implement monitoring strategies for policy execution.
• Drive strategic process improvements for operational efficiency.
• Define and manage the Quality Assurance framework across teams.

Skills

Analytical insights

Data-driven decision making

Process improvement

Operational monitoring

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 will 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.