City Operations Specialist

Grab; Seremban; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading Southeast Asian superapp company is seeking an Operations Lead for their Driver Center in Negeri Sembilan. This role involves leading driver recruitment, optimizing processes, and ensuring a high-quality experience for driver-partners. The ideal candidate will have a bachelor's degree, 1+ year of relevant experience, strong data analysis skills, and a knack for managing diverse teams. This position offers innovative benefits and flexible work arrangements.

Benefits

Term Life and Medical Insurance

GrabFlex benefits package

Parental and Birthday leave

LASA volunteering leave

Grabber Assistance Programme

Flexible work arrangements

Qualifications

• 1 year of relevant experience required.
• Proficiency in English and Bahasa Malaysia; Mandarin is a plus.
• Ability to manage diverse teams.

Responsibilities

• Lead projects to improve driver operations and experience.
• Manage driver recruitment, onboarding, and training.
• Analyze performance trends and implement improvements.
• Facilitate training sessions and handle inquiries.
• Manage documentation for driver acquisition.

Skills

Process management

Conflict resolution

Customer service

Training

Sales support

Data analysis

Risk management

Multitasking

Team management

Education

Bachelor's degree

Tools

Excel

PowerPoint

Google Docs

Job description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From delivering your favorite meals to managing finances and getting around town hassle-free, we've got you covered. At Grab, purpose brings us joy, and habits build excellence. We harness Technology and AI to drive Southeast Asia forward by economically empowering everyone with heart, hunger, honor, and humility.

Get to Know the Team

Join a team that builds relationships with drivers, creating a safe and supportive environment, and driving growth through innovative strategies. We collaborate across departments to balance driver supply and demand effectively. Our team thrives on solving challenges, analyzing data, and implementing solutions aligned with Grab's mission, impacting drivers, passengers, and the community.

Get to Know the Role

We seek passionate individuals to lead the operation of our Grab Driver Center in Negeri Sembilan. As a key player, you will be the face of Grab for driver-partners, addressing inquiries, resolving concerns, and promoting a safe, supportive environment. You will champion Grab's vision and values, creating meaningful community connections while ensuring drivers feel empowered and valued.

Beyond engagement, you will oversee driver recruitment, onboarding, and optimization through analysis, collaborating with stakeholders to manage driver supply and growth. This dynamic role directly influences Grab's operations and the lives of our driver-partners.

You will report to the GDC & Acquisition Lead and be based onsite in Negeri Sembilan.

The Critical Tasks You Will Perform

• Lead projects to improve driver operations and experience, ensuring smooth execution and positive results.
• Manage driver recruitment and onboarding, delivering training on Grab's services and optimizing recruitment channels to meet weekly activation targets.
• Analyze performance trends, identify challenges, and implement improvements. Oversee the Alpha Programme and conduct engagement sessions for feedback and enhancements.
• Facilitate training sessions, maintain a professional environment at the GDC, and handle inquiries efficiently.
• Manage documentation and perform administrative tasks related to driver acquisition and GDC management.
• Lead a high-performing team to enhance GDC processes and handle additional tasks as assigned.
• Address escalated driver issues promptly to maintain satisfaction and support.
• Collaborate with regional teams and coordinate with departments like Payments Dispute, DLR, and UT to ensure seamless service delivery.

What Essential Skills You Will Need

• Bachelor's degree in any discipline, proficiency in English and Bahasa Malaysia; Mandarin is a plus, with 1 year of relevant experience.
• Experience in process management, conflict resolution, customer service, training, and sales support.
• Ability to multitask and meet deadlines without compromising quality.
• Strong data analysis skills, risk management, and proficiency in Excel, PowerPoint, and GDocs.
• Experience managing diverse teams.

Life at Grab

We care about your well-being and offer benefits such as:

• Term Life and Medical Insurance
• GrabFlex benefits package
• Parental and Birthday leave, and LASA volunteering leave
• Grabber Assistance Programme for support
• Flexible work arrangements with differentiated hours

Our Commitment

We are dedicated to building an inclusive workplace that offers equal opportunities for growth and performance, regardless of nationality, ethnicity, race, religion, age, gender, family commitments, or disabilities.