Head of Enterprise Process Transformation

Grab PH; Pasig; On-site; PHP 2,500,000 - 5,000,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits package

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork differentiated hours

Job summary

Grab PH is seeking a senior leader to head multi-year process re-engineering across customer support, standardizing SOPs and redesigning end-to-end workflows. You will drive business readiness and change adoption, aligning country operating models with regional product capabilities and GTM strategies.

The role emphasizes cross-functional collaboration with regional product, engineering, and operations teams to enable an evolved operating model with AI-enabled automation and scalable processes

Qualifications

• 10–15 years of progressive leadership experience in BPR, enterprise tech implementations, shared services, or large-scale operations transformation within high-volume contact centers or tech platforms.
• Proven track record in mapping end-to-end processes (As-Is / To-Be), establishing SOP governance, and leading cross-border process harmonization across matrixed environments.
• Demonstrated ability to lead organizational change, business readiness, and go-to-market adoption strategies for major software, CRM, or ERP rollouts.
• Exceptional executive presence with experience managing complex, cross-functional stakeholders (regional product, engineering, operations, and country managing directors).
• Advanced knowledge of Lean, Six Sigma, TOM design, and continuous improvement frameworks.

Responsibilities

• Lead strategy and execution of multi-year process re-engineering projects across customer support functions.
• Drive SOP standardization, end-to-end workflow redesign, and business readiness/change adoption strategies.
• Align country-level operating models with regional product capabilities and GTM execution.
• Define post-deployment operating models and drive AI/automation integration into standardized processes.

Job description

Grab PH is seeking a senior leader to head multi-year process re-engineering across customer support, standardizing SOPs and redesigning end-to-end workflows. You will drive business readiness and change adoption, aligning country operating models with regional product capabilities and GTM strategies.

The role emphasizes cross-functional collaboration with regional product, engineering, and operations teams to enable an evolved operating model with AI-enabled automation and scalable processes