Manager, Driver Core Operations

Grab; Petaling Jaya; On-site; MYR 180,000 - 280,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

FlexWork hours

LASA volunteering leave

Parental leave

Birthday leave

Job summary

Grab is seeking an experienced operations leader to head Driver Core Operations in Malaysia. You will oversee onboarding, support, payments and quality assurance, ensuring compliance and strong performance, while managing a centralized team and coordinating with partners to scale governance and processes.

You will report to the Head of Operations and be based full-time at Malaysia's First Avenue Office, driving improvements, delivering measurable impact, and building a high-performing team

Qualifications

• 7+ years of experience in Operations, Strategy or Business Operations with prior people management experience.
• Experience leading large-scale operations and delivering measurable improvements.
• Ability 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 decision making

Process improvement

Dashboards & metrics

Automation & AI tooling

Cross-functional collaboration

Job description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Company Description

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

The Driver Core Operations team ensures Grab's driver operations run reliably and at scale across Malaysia. We manage the end-to-end operational lifecycle- from onboarding and support to payments and quality assurance - working with our Driver COE, BPO partners, Product, Finance, and Marketplace teams. Our mission is to build systems and processes that that help drivers join quickly, receive timely support, get paid accurately, and enjoy a consistent experience throughout their journey with Grab.

Get to Know the Role

We are looking for an experienced operations leader to lead Driver Core Operations in Malaysia. You'll oversee driver onboarding, support, payments and quality assurance, ensuring operations meet business, compliance and service standards. You'll lead a centralised operations team and work with partners to improve performance, strengthen governance, and lead scalable process improvements. This role is ideal for someone who enjoys solving complex operational problems, leading teams, and delivering measurable business impact.

You will report to the Head of Operations and be based full-time at Malaysia's First Avenue Office.

What You'll Do

• 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.

Qualifications

What Essential Skills You Will Need

• 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.

Additional Information

Life at Grab

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.