Regional Performance Lead, Multi-Country Operations

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

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