Regional Performance Manager - Growth & Insights

Grab; Pasig; On-site; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Job summary

Grab is seeking an Assistant Manager Regional Performance Management in Manila to drive multi-country performance. You will partner with country teams and BPOs to set standards, plan targets, and monitor results, delivering data-driven insights that guide improvements across Southeast Asia.

You will collaborate with the Regional Analytics team, ensure alignment with partners, and report to the Regional Vendor Manager for Grab Support.

Qualifications

• Bachelor's Degree in Business Administration; MBA or other 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.

Responsibilities

• Define performance standards and indicators for Country by 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 analyze data against standards and goals.
• Provide data insights via dashboards, reports, and audits; address gaps and risks.
• Conduct weekly, monthly, and quarterly performance reviews.
• Identify actions to improve performance quality and outcomes.
• Manage stakeholder expectations including Country, Product, and BPO teams.
• Foster continuous improvement from feedback and data.

Skills

Analytical thinking

Stakeholder management

Vendor management

Contract negotiation

Multi-country ops

Project management

Customer journey focus

Education

Bachelor's Degree in Business Administration

MBA (advantage)

Job description

Grab is seeking an Assistant Manager Regional Performance Management in Manila to drive multi-country performance. You will partner with country teams and BPOs to set standards, plan targets, and monitor results, delivering data-driven insights that guide improvements across Southeast Asia.

You will collaborate with the Regional Analytics team, ensure alignment with partners, and report to the Regional Vendor Manager for Grab Support.