12d 17h ago
Manager, Driver Core Operations
Grab·Operations · Technology
🏢On-site
|Petaling Jaya, Malaysiaai_toolsautomationdata
Manager, Driver Core Operations
Grab | Operations | Technology
On-site
Full Time
Malaysia, Petaling Jaya
Position:
Manager, Driver Core Operations
Company:
Grab
Location:
Malaysia, Petaling Jaya
Employment type:
Full-time
Short Summary:
The Driver Core Operations team ensures Grab's driver operations run reliably and at scale across Malaysia. The role involves managing the end-to-end operational lifecycle, from onboarding and support to payments and quality assurance.
Responsibilities:
- Lead Driver Core Operations across onboarding, support, payments, and quality assurance while ensuring service quality and compliance.
- Own operational performance, including service levels, turnaround times, quality, productivity, and partner experience.
- Partner with Driver COE, BPO, and other teams within Grab to strengthen governance and operational execution.
- Drive process improvements through automation, technology adoption, and process redesign to improve scalability and efficiency.
- Ensure operational readiness for new product launches, policy changes, and regulatory requirements.
- Develop a high-performing team while promoting a culture of accountability, collaboration, and continuous improvement.
Requirement:
- At least 7 years of experience in Operations, Strategy, or Business Operations, with prior people management experience.
- Experience leading large-scale operations and delivering measurable operational improvements.
- Ability to translate data into actionable insights.
- Experience driving process improvement and change management across evolving priorities.
- Experience working with operational metrics, dashboards, and performance management frameworks.
- Experience using automation and AI tools to improve productivity, decision-making, or operational processes.
Benefits:
- Term Life Insurance and comprehensive Medical Insurance.
- Flexible benefits package with GrabFlex.
- Parental and Birthday leave, and volunteering leave through Love-all-Serve-all (LASA).
- Confidential Grabber Assistance Programme for personal challenges.
- FlexWork arrangements for better work-life balance.
Manager, Driver Core Operations
Company:
Grab
Location:
Malaysia, Petaling Jaya
Employment type:
Full-time
Short Summary:
The Driver Core Operations team ensures Grab's driver operations run reliably and at scale across Malaysia. The role involves managing the end-to-end operational lifecycle, from onboarding and support to payments and quality assurance.
Responsibilities:
- Lead Driver Core Operations across onboarding, support, payments, and quality assurance while ensuring service quality and compliance.
- Own operational performance, including service levels, turnaround times, quality, productivity, and partner experience.
- Partner with Driver COE, BPO, and other teams within Grab to strengthen governance and operational execution.
- Drive process improvements through automation, technology adoption, and process redesign to improve scalability and efficiency.
- Ensure operational readiness for new product launches, policy changes, and regulatory requirements.
- Develop a high-performing team while promoting a culture of accountability, collaboration, and continuous improvement.
Requirement:
- At least 7 years of experience in Operations, Strategy, or Business Operations, with prior people management experience.
- Experience leading large-scale operations and delivering measurable operational improvements.
- Ability to translate data into actionable insights.
- Experience driving process improvement and change management across evolving priorities.
- Experience working with operational metrics, dashboards, and performance management frameworks.
- Experience using automation and AI tools to improve productivity, decision-making, or operational processes.
Benefits:
- Term Life Insurance and comprehensive Medical Insurance.
- Flexible benefits package with GrabFlex.
- Parental and Birthday leave, and volunteering leave through Love-all-Serve-all (LASA).
- Confidential Grabber Assistance Programme for personal challenges.
- FlexWork arrangements for better work-life balance.
Required Skills
ai_toolsautomationdata
Required Languages
🇬🇧 English
Key competency: Operations