Assistant Manager, Regional Performance Management

Grab; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits package

Parental and birthday leave

LASA volunteering leave

FlexWork arrangements

Job summary

Grab is seeking an Assistant Manager Regional Performance Management to lead performance improvement across Southeast Asia. You will collaborate with country teams and BPOs to set targets, monitor metrics, and drive value for consumers, drivers, and merchants.

Reporting to the Regional Vendor Manager, you will influence actions to close performance gaps and elevate outcomes. You will leverage dashboards and data insights to address trends, guide improvements, and ensure SMART goals aligned with

Qualifications

• Bachelor’s degree in Business Administration; MBA or other relevant advanced degree is an advantage.
• 5+ years of experience in contact centers, vendor management, or a BPO setting.
• Understanding of Contact Center Operations, Efficiency models, KPI factors, and back-office work is ideal.
• Experience managing contracts and SLAs with vendors.
• Experience supporting multi-country operations (Southeast Asia).
• Ability to drive improvements through cross-functional collaboration and accountability.

Responsibilities

• Define performance standards and indicators for Country, verticals, BPOs, and region.
• Plan performance targets with Regional Analytics and Country teams.
• Conduct regular cadences with Country teams and BPOs on performance.
• Track results, analyze data, and compare with standards and goals.
• Provide data insights via dashboards, reports, and audits; address gaps and risks.

Skills

Analytical thinking

Cross-functional collaboration

Strong numerical aptitude

Project management

Stakeholder management

Accountability

Education

Bachelor's Degree in Business Administration

MBA or relevant advanced degree

Job description

About Grab

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

• Celebrate collaboration, support, and mutual respect.
• Passionate about creating and ensuring value for our consumer, driver, and merchant partners.
• Strive to do excellent and meaningful work with 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, ensuring 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; analyze performance data and indicators, comparing them with the performance standards and goals.
• Provide data insights: use different methods and tools to monitor performance – dashboards, reports, observations, regular rigor, and audits. Identify and work with the teams to address any performance gaps, issues, and risks that may arise.
• Review performance outcomes: conduct regular performance reviews on a weekly, monthly, and quarterly basis. Foster the usage of 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 plans 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 influence the performance of Grab.
• Foster a culture of continuous improvement by using performance feedback, data, and indicators to diagnose any performance issues, root causes, and solutions.

Qualifications

• Bachelor's Degree in Business Administration; MBA or other relevant advanced degree is an advantage.
• 5+ years of experience in contact centers, vendor management, or 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).
• Demonstrated analytical capabilities, structured process thinking, and a strong aptitude for numbers.
• Experience managing and negotiating contracts and service level agreements with vendors.
• Experience supporting multi‑country operations (Southeast Asian Region).
• Ability to implement and influence actions to improve performance through multi‑functional collaboration.
• Exhibit personal accountability for successful completion of projects and tasks assigned, with good project management skills.
• Desire to help and provide the best customer journey to the consumers.

Benefits

• Term Life Insurance and comprehensive Medical Insurance.
• GrabFlex – create a benefits package that suits your needs and aspirations.
• Parental and Birthday leave, and volunteering leave through Love-all-Serve-all (LASA).
• Confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• FlexWork arrangements such as differentiated hours.

EEO Statement

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.