Executive Escalations & Service Excellence Specialist

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's GS Service Success team in Malaysia seeks a Service Success Specialist to own high-priority escalations across MYSG. Based in Petaling Jaya on site, you will apply forensic analysis to identify root causes and draft risk-mitigated executive write-ups for Legal, Public Affairs, and Compliance.

This two-year fixed-term role requires 3+ years of experience with critical escalations, fluency in English and Bahasa, and strong process improvement skills.

Qualifications

• 3+ years handling high-severity escalations, executive response, or RCA/auditing in tech/e-commerce.
• Experienced with 5-Whys RCA, sentiment analysis, and diagnosing operational rubrics.
• Excellent written English and Bahasa; capable of drafting executive summaries and regulatory letters.
• Familiar with Lean, Six Sigma, RCA and continuous improvement frameworks.
• High emotional intelligence; remains calm under pressure and protects user experience.
• Empathy for end-users, drivers, and merchant partners; advocate for fairness and operational integrity.
• Strong cross-functional partnerships; able to build trust across matrixed stakeholders.
• Able to work rotating shifts, weekends and public holidays.

Responsibilities

• Own end-to-end resolution of CEO/Executive/Regulatory escalations across MYSG.
• Adhere to 15-minute acknowledgement and 7-day resolution frameworks.
• Collaborate with Legal, Public Affairs, and Regional Compliance on write-ups and responses.
• Prevent recurrence by ensuring defects don't recur across MYSG operations.
• Perform forensic deep-dives to identify root causes.
• Identify red-flag operational scenarios and assess risk protocols.
• Translate audit findings into actionable feedback for product and SOPs.
• Advise on systemic fixes and help prioritize updates with Grab stakeholders.
• Manage end-to-end execution of the audit roadmap; document cures.
• Collaborate with BPI and Systems leads on post-fix validation.
• Maintain records and audit trails for regulatory readiness.
• Facilitate calibration sessions with BPO Team Leads.
• Bridge vendor and Grab teams with policy/tool updates.
• Manage expectations by delivering data-backed chronologies and gaps.

Skills

Escalations management

5-Whys RCA

Bilingual English/Bahasa

Process improvement (Lean Six Sigma)

Cross-functional collaboration

Emotional intelligence

Shift work weekends holidays

Job description

Grab's GS Service Success team in Malaysia seeks a Service Success Specialist to own high-priority escalations across MYSG. Based in Petaling Jaya on site, you will apply forensic analysis to identify root causes and draft risk-mitigated executive write-ups for Legal, Public Affairs, and Compliance.

This two-year fixed-term role requires 3+ years of experience with critical escalations, fluency in English and Bahasa, and strong process improvement skills.