Regional Performance Manager — Data-Driven Ops & Growth

The Grab; Philippines; On-site; PHP 1,000,000 - 2,100,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab is hiring an Assistant Manager, Regional Performance Management in the Philippines. You will drive operational performance by supporting each country to exceed targets, partnering with stakeholders to address trends and providing cross-functional feedback.

Lead efforts to ensure SMART goals aligned with performance standards, reporting to the Regional Vendor Manager for Grab Support, and coordinating with the regional analytics team to improve outcomes for consumers, drivers and merchants.

Qualifications

• 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 BPO settings.
• Understanding of contact center operations, efficiency models, KPIs and contributing factors.
• Demonstrated analytical capabilities and structured thinking with numbers.
• Experience managing and negotiating contracts and SLAs with vendors.
• Experience supporting multi-country operations in Southeast Asia.
• Ability to implement and influence actions through cross-functional collaboration.
• Strong project management and accountability for delivering projects.
• Desire to enhance customer journey for consumers.

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 performance results and compare with standards and goals.
• Provide data insights through dashboards, reports and audits; address gaps.
• Conduct weekly, monthly and quarterly performance reviews.
• Identify performance improvements and implement action plans.
• Manage stakeholder expectations across Country, Product, BPO and others.
• Foster continuous improvement using feedback and data.

Skills

Contact Center Ops

Data analysis

Vendor negotiations

Multi-country ops

Cross-functional collaboration

Project management

Customer experience

Education

Bachelor's degree in Business Admin

MBA or related advanced degree

Job description

Grab is hiring an Assistant Manager, Regional Performance Management in the Philippines. You will drive operational performance by supporting each country to exceed targets, partnering with stakeholders to address trends and providing cross-functional feedback.

Lead efforts to ensure SMART goals aligned with performance standards, reporting to the Regional Vendor Manager for Grab Support, and coordinating with the regional analytics team to improve outcomes for consumers, drivers and merchants.