Support Manager

About Grab and Our Workplace

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.

Get to know our Team

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and make a significant impact on technology at Grab, come join us and help shape the future of technology!

Get to know the Role

Reporting to the Senior Manager, People Systems, you will lead a team of HRIS support specialists who provide support for Grab's People Systems landscape. You will be responsible for building a high-performing support operation that delivers reliable service, strong stakeholder experience, and continuous improvement across processes, tools, and team capabilities.

You will bring deep knowledge of HRIS platforms and application support operations, with a strong grasp of support metrics and service improvement practices such as shift-left, ticket quality, backlog management, and root cause reduction. You will also partner with your manager on budget planning and vendor management, including supporting software and professional services procurement where needed.

This role is based in Grab's Petaling Jaya office and will play an important role in strengthening People Systems support across Grab.

The Critical Tasks You Will Perform:

• You will lead and develop a team of HRIS support specialists, setting clear operating standards, coaching for performance, and building strong functional depth across People Systems support.
• You will manage day-to-day support operations for related People Systems platforms, ensuring issue resolution, strong service reliability, and a high-quality experience for internal users and stakeholders.
• You will define, track, and improve support performance metrics such as SLA attainment, backlog health, resolution time, ticket quality, recurring issue trends, and user satisfaction.
• You will drive support transformation initiatives including shift-left strategies, knowledge management, process standardisation, automation opportunities, and reduction of repeat incidents.
• You will partner with Pops, other GTS teams, and external vendors to resolve complex issues, coordinate changes, and improve system supportability across the People Systems environment.
• You will support budget planning and tracking for the People Systems organisation, and help manage vendor engagements including software tools and professional services procurement.
• You will use AI tools and emerging technologies where relevant to improve team productivity, streamline support workflows, and identify opportunities for operational improvement.

The must haves skills

• You will have 10+ years of experience in enterprise application support with 3+ years leading Workday HRIS support teams in a regional or global environment.
• You will have hands-on knowledge of Workday HRIS and support models, including incident management, service request handling, user administration, release/change coordination, and production support.
• You will have experience managing application support metrics and using data to improve operational performance, including shift-left, backlog reduction, knowledge adoption, and root cause elimination.
• You will have experience leading teams that support business-critical enterprise systems, prioritisation, escalation management, and service recovery.
• You will have experience working with budgets, vendor management, and procurement support for software tools or professional services.
• You will have the ability to work with Pops stakeholders, technology teams, and external partners to translate support issues into sustainable operational improvements.
• You have experience engaging with AI tools and emerging technologies to enhance productivity, improve workflows, and contribute new ideas.

Good to have

• Experience supporting SmartRecruiters and Cornerstone On Demand in a regional or global environment.
• Experience with IT service management practices and tools, including knowledge base design, service desk workflows, and support automation.
• Experience in support operating model design, shared services, or scaling offshore/regional support teams.
• Exposure to audit, risk, or compliance controls in HR systems support environments.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

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.