Merchant Onboarding & Operations Lead

GrabTaxi Holdings Pte. Ltd.; Petaling Jaya; On-site; MYR 100,000 - 156,000; 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

Grab is seeking a Merchant Core Operations leader based in Malaysia to drive end-to-end onboarding, activation, and ongoing merchant support. You will oversee an onboarding team, ensure SLA adherence, and push for product enhancements and automation such as OCR-enabled applications.

The role requires a people-oriented, process-driven leader who leverages data, Salesforce, and AI-enabled tools to boost efficiency and performance across the merchant lifecycle.

Qualifications

• 5+ years' experience in merchant operations, onboarding, sales operations, or process improvement.
• Ability to design scalable processes and implement automation.
• Strong communication and collaboration across multiple teams.
• Experience coaching and developing an operations team.

Responsibilities

• Lead Onboarding Performance and Quality: oversee end-to-end onboarding funnel, meet SLA targets and activation goals.
• Drive Product and Process Enhancements: improve workflows, implement automation, reduce manual effort, OCR-enabled apps.
• Manage Stakeholders: coordinate with Commercial, Legal, Compliance, Technology, Product, COE to resolve issues.
• Lead and Develop the Team: set objectives, manage performance, coach members, plan capacity.
• Foster a culture of accountability, collaboration and continuous improvement.

Skills

Operational Performance

Product & Process Enhancement

Stakeholder Management

People Management

Tools

Salesforce

Job description

Grab is seeking a Merchant Core Operations leader based in Malaysia to drive end-to-end onboarding, activation, and ongoing merchant support. You will oversee an onboarding team, ensure SLA adherence, and push for product enhancements and automation such as OCR-enabled applications.

The role requires a people-oriented, process-driven leader who leverages data, Salesforce, and AI-enabled tools to boost efficiency and performance across the merchant lifecycle.