Assistant Manager, Regional Performance Management

GrabTaxi Holdings Pte. Ltd.; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork with differentiated hours

Job summary

Grab is seeking an Assistant Manager Regional Performance Management to lead performance efforts across countries, verticals, and BPOs. You will collaborate with regional analytics and country teams to set SMART goals, monitor results, and drive improvements with stakeholders.

The role reports to the Regional Vendor Manager for Grab Support. You will define standards, track indicators, and enable data-driven decisions to enhance partner and consumer outcomes, supporting continuous performance

Qualifications

• Bachelor's Degree in Business Administration; MBA or other advanced degree is a plus.
• 5+ years in contact centers, vendor management or BPO.
• Understanding of Contact Center Operations and KPIs.
• Strong numerical and analytical capabilities.
• Experience negotiating contracts and SLAs with vendors.
• Experience supporting multi-country Southeast Asian operations.
• Ability to drive improvements through cross-functional collaboration.
• Demonstrates accountability and project management.
• Customer-first mindset for excellent customer journeys.

Responsibilities

• Define performance standards for country, verticals, BPOs and region.
• Plan performance objectives with Regional Analytics and country teams.
• Communicate and collaborate with country teams and BPOs on performance.
• Track performance results and compare with standards and goals.
• Provide data insights using dashboards, reports, audits, and observations.
• Review performance outcomes weekly, monthly, and quarterly.
• Identify actions to improve performance quality and standards.
• Manage stakeholders including country teams, product teams, BPOs.
• Foster continuous improvement using feedback and data.

Skills

Analytical capabilities

Strong numerical ability

Contract & SLA negotiation

Cross-functional collaboration

Project management

Multi-country operations experience

Accountability

Customer journey mindset

Education

Bachelor's Degree in Business Administration

MBA or other advanced degree

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.

Get to Know the Team

Focus on ensuring the operational effectiveness by Country, Vertical and Regional. We are a team that:

• Celebrate collaboration and support and mutual respect.
• Is passionate about creating and ensuring value for our consumer, driver and merchant partners.
• Strive to do excellent and meaningful work with the clarity of thought, creativity and effective execution.
• Help influence the operations efficiency of the company, especially involving that of our consumer, driver and merchant partners.

Get to Know the Role

As an Assistant Manager Regional Performance Management, you will lead our efforts to drive performance by supporting each country to exceed operational targets. Whether tasks are performed in house or at a business process outsourcer (BPO), enhancing performance by working with stakeholders and providing feedback cross-functionally to address trends in the business is essential.

You help ensure that the goals are SMART, aligned with the performance standards, and reflect the expectations and needs of partners.

You will be directly reporting to the Regional Vendor Manager for Grab Support.

The Critical Tasks You Will Perform

• Define performance standards: Responsible for defining the performance standards and indicators that will be used to measure and evaluate the performance of the Country by verticals, BPOs and Region as a whole.
• Plan performance objectives: Collaborate with the Regional Analytics team as well as Country teams in planning the performance targets
• Communicate and Collaborate: Conduct regular cadences with Country teams and BPOs on the performance. Ensure all are informed, engaged and satisfied with the performance management process and system
• Track performance results: Monitor the performance results of countries, verticals and the region as a whole. You will analyze on the performance data and indicators, and comparing them with the performance standards and goals.
• Provide data Insights: Usage of different methods and tools to monitor performance, such as dashboards, reports, observations, regular rigors and audits. Identify and work with the teams to address any performance gaps, issues, and risks that may arise.
• Review performance outcomes: You will conduct regular performance reviews to be done weekly, monthly and quarterly. Foster the usage of the performance results, indicators and data to evaluate the performance achievements, challenges and areas for improvement of the teams.
• Improve performance quality: Identify performance improvement actions, programs and plan to enhance the performance results, outcomes and standards
• Stakeholders Management: Manage the performance expectations, feedback and conflicts of the performance partners.These stakeholders include the Country team, Product team, BPO and others who have influence on the performance of Grab
• Foster a culture of continuous improvement by using the performance feedback, data and indicators to diagnose any performance issues, root causes and solutions

What Essential Skills You Will Need

• Bachelor's Degree in Business Administration; MBA or other relevant advanced degree will be an advantage.
• 5 years + experience in contact centers, vendor management, or have worked for a business process outsourcing setting
• Understanding of Contact Center Operations, Efficiency models, Key Performance indicators and contributing factors (digital / Live Chat experience or back office work is ideal)
• Demonstrate analytical capabilities, structured process thinking, and a strong aptitude for numbers.
• Experience managing and negotiating contracts and service level agreements with vendors.
• Have experienced support multi-country operations (Southeast Asian Region)
• Implement and influence actions to improve performance through multi-functional collaboration
• Exhibit personal accountability for successful completion of projects and tasks assigned, good project management
• Desire to help and provide the best customer journey to the consumers

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• 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 enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities and other attributes that make them unique.