Head of Driver Core Operations

GrabTaxi Holdings Pte. Ltd.; Petaling Jaya; On-site; MYR 300,000 - 420,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork arrangements

Job summary

GrabTaxi Holdings Pte. Ltd. in Malaysia is seeking an experienced operations leader to head Driver Core Operations, overseeing onboarding, support, payments and quality assurance to ensure service standards and compliance.

You will lead a centralized operations team, collaborate with Driver COE, BPO and other partners to drive governance, efficiency, and scalable process improvements while delivering measurable business impact.

Qualifications

• At least 7 years of experience in Operations, Strategy or Business Operations, with prior people management experience.
• Experience leading large-scale operations and delivering measurable operational improvements.
• Be able to translate data into actionable insights.
• Experience driving process improvement and change management across evolving priorities.
• Experience working with operational metrics, dashboards and performance management frameworks.
• Experience using automation and AI tools to improve productivity, decision-making or operational processes.

Responsibilities

• Lead Driver Core Operations across onboarding, support, payments, and quality assurance while ensuring service quality and compliance.
• Own operational performance, including service levels, turnaround times, quality, productivity, and partner experience.
• Partner with Driver COE, BPO and other teams within Grab to strengthen governance and operational execution.
• Drive process improvements through automation, technology adoption, and process redesign to improve scalability and efficiency.
• Ensure operational readiness for new product launches, policy changes, and regulatory requirements.
• Develop a high-performing team while promoting a culture of accountability, collaboration and continuous improvement.

Skills

Operations leadership

People management

Data-driven insights

Process improvement

Automation tools

Job description

GrabTaxi Holdings Pte. Ltd. in Malaysia is seeking an experienced operations leader to head Driver Core Operations, overseeing onboarding, support, payments and quality assurance to ensure service standards and compliance.

You will lead a centralized operations team, collaborate with Driver COE, BPO and other partners to drive governance, efficiency, and scalable process improvements while delivering measurable business impact.