Executive Escalations & Process Improvement Specialist

Grab; Petaling Jaya; On-site; MYR 70,000 - 110,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork

Job summary

Grab is seeking a Service Success Specialist to own high‑priority escalations, perform forensic deep-dives, and drive root-cause resolution across Malaysia and Singapore. You will partner with Legal, Public Affairs, and Operations to draft executive responses, sustain process improvements, and protect the Grab brand.

This role is based onsite in Petaling Jaya and requires diplomatic, data‑driven leadership.

Qualifications

• 3+ years handling high-severity escalations or executive responses in tech/e-commerce.
• Experience with 5-Why root-cause analyses and sentiment diagnostics.
• Strong written English and Bahasa with executive writing ability.
• Familiarity with Lean, Six Sigma, and continuous improvement.
• High emotional intelligence and calm under pressure.

Responsibilities

• Own end-to-end resolution for CEO, Executive, and regulatory escalations across MYSG.
• Adhere to 15-minute acknowledgement and 7-day resolution frameworks.
• Draft risk-mitigated executive write-ups with Legal and Public Affairs.
• Perform forensic deep-dives to identify root causes.
• Use 5-Whys to isolate failures and feed insights to operations.
• Prevent recurrence by ensuring fixes are durable.
• Collaborate with BPI and Systems during post-fix validation.
• Maintain audit trails for high-risk cases for regulatory readiness.
• Calibrate with BPO leads to align vendor execution with quality standards.
• Communicate clearly with the C-suite showing why failures occurred.
• Report to Service Success Manager based in Petaling Jaya onsite.

Skills

Escalations management

5-Whys analysis

Executive communications

Lean Six Sigma

Root cause analysis

Cross-functional partnership

Emotional intelligence

Diplomacy

Job description

Grab is seeking a Service Success Specialist to own high‑priority escalations, perform forensic deep-dives, and drive root-cause resolution across Malaysia and Singapore. You will partner with Legal, Public Affairs, and Operations to draft executive responses, sustain process improvements, and protect the Grab brand.

This role is based onsite in Petaling Jaya and requires diplomatic, data‑driven leadership.