Assistant Manager, Merchant Core Operations

Position:
Assistant Manager, Merchant Core Operations - Onboarding

Company:
Grab

Location:
Malaysia, Petaling Jaya

Employment type:
Full-time

Short Summary:
The Merchant Core Operations team supports the merchant journey on Grab, ensuring accurate processing of merchant applications and smooth activation. This role oversees the onboarding funnel, leading a team to meet performance and quality targets while driving process improvements and automation initiatives.

Responsibilities:
- Oversee the end-to-end onboarding funnel, ensuring SLA, productivity, activation, and quality targets are consistently achieved.
- Partner with Product and the Centre of Excellence to improve workflows and implement automation.
- Manage stakeholders across various teams to resolve issues and deliver operational improvements.
- Set objectives, manage performance, and foster a culture of accountability and continuous improvement within the team.

Requirement:
- At least 5 years' experience in merchant operations, onboarding, sales operations, or process improvement.
- Proven ability to design scalable processes and improve operational efficiency using Salesforce and AI-enabled tools.
- Strong communication and problem-solving skills for effective stakeholder management.
- Experience in managing and developing an operations team, including coaching and performance management.

Benefits:
- Term Life Insurance and comprehensive Medical Insurance.
- Flexible benefits package with GrabFlex.
- Parental and Birthday leave, and volunteering leave.
- Confidential Grabber Assistance Programme for personal challenges.
- FlexWork arrangements for better work-life balance.