GS - Service Success Specialist

Operations; Selangor; On-site; MYR 85,000 - 120,000; Full time

Job summary

Operations in Malaysia seeks a GS Service Success Specialist to act as the strategic guardian of high-priority customer interactions. You will own CEO, Executive, and Regulatory Compliance escalations across MYSG, perform forensic deep-dives, and drive improvements using the 5-Whys framework.

You will report to the Service Success Manager and be based onsite in Petaling Jaya, collaborating with Legal, Public Affairs, and Regional Compliance teams to prevent brand risk and ensure governance

Qualifications

• Own end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Singapore and Malaysia.

Responsibilities

• Own end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Singapore and Malaysia.
• Adhere to 15-minute acknowledgement and 7-day resolution frameworks.
• Draft empathetic, risk-mitigated executive write-ups and statutory responses.
• Perform forensic deep-dives to identify root causes using the 5-Whys framework.
• Identify Red Flag operational scenarios and evaluate risk protocols for robustness.
• Translate audit findings into actionable feedback for Product, BPI, and Operations teams.
• Maintain comprehensive records and audit trails for governance readiness.
• Collaborate with Legal, Public Affairs, and Regional Compliance teams.
• Coordinate with BPI and Systems leads during post-fix validation to ensure root causes are eliminated.
• Calibrate with BPO Team Leads and frontline partners to align vendor execution with quality standards.
• Report to Service Success Manager from Petaling Jaya onsite.

Skills

Quality Assurance

Governance

Process Engineering

Root Cause Analysis

5-Whys

Executive communication

Risk mitigation

Regulatory compliance

Job description

As a member of our GS Service Success team, you will operate as an operational "Fixer" at the intersection of Quality Assurance, Governance, and Process Engineering. We are a tenacious, high-impact team dedicated to protecting Grab's brand reputation, safeguarding customer trust, and driving continuous operational excellence across Malaysia and Singapore.

Get to Know the Role

As a GS - Service Success Specialist, you will act as the strategic guardian of Grab's most critical customer interactions. You will take full ownership of high-priority CEO, Executive, and Regulatory Compliance escalations across MYSG operations. Beyond direct case resolution, your core mission is to execute forensic deep-dives. You will identify root causes using the 5-Whys framework, and feed insights directly into operations. This will help eliminate recurring defects via the Keep Fixed Problem Fixed (KFPF) framework.

You will report to the Service Success Manager and you will be based in Petaling Jaya, where the company will have you working onsite.

The Critical Tasks You Will Perform

• You will take full ownership of end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Singapore and Malaysia.
• You will strictly adhere to the 15-minute acknowledgement and 7-day resolution frameworks.
• You will partner with Legal, Public Affairs, and Regional Compliance teams to draft empathetic, risk-mitigated executive write-ups and formal statutory responses, preventing brand fallout and regulatory penalties.
• You will go beyond closing tickets by taking accountability to ensure an identified defect can never recur for another user across MYSG operations.
• You will perform forensic deep-dives into high-severity cases. Your goal is to isolate the true "Single Source of Truth" behind process, product, or rubric failures.
• You will identify "Red Flag" operational scenarios (e.g., critical safety risks) and evaluate whether existing risk protocols are robust enough to protect the ecosystem.
• You will translate forensic audit findings and user sentiment into actionable feedback, recommending upstream product enhancements and SOP revisions to Product, BPI, and Operations teams.
• You will act as an advisory catalyst for systemic fixes, providing operational leads with the intelligence needed to prioritize fixes without implementing the process engineering directly.
• You will own the end-to-end execution of the operational audit roadmap, ensuring every executive or regulatory failure leads to a documented "Cure" that is tracked for long-term effectiveness.
• You will collaborate with BPI and Systems leads during post-fix validation to confirm that deployed process patches or system updates have permanently eliminated the escalation root cause.
• You will maintain comprehensive records, chronologies, and audit trails for all high-risk cases to guarantee full regulatory readiness and internal governance compliance.
• You will facilitate calibration sessions with BPO Team Leads and frontline partners, being a collaborator to align vendor execution with Grab's "North Star" quality standards.
• You will serve as the tactical feedback bridge between vendor teams and internal Grab stakeholders, advocating for system tools and policy updates that frontline agents need.
• You will manage C-suite and leadership expectations by delivering clear, data-backed chronologies and gap identifications that explain "The Why" behind critical operational failures.