Platform Governance Specialist

Position:
Platform Governance Specialist

Company:
Grab

Location:
Malaysia, Petaling Jaya

Employment type:
Full-time

Short Summary:
The Platform Governance team at Grab is responsible for operationalizing policies and ensuring efficient workflows. This role involves quality assurance of AI-generated outputs and process improvement.

Responsibilities:
- Execute a QA/QC audit framework for AI-generated ticket responses, evaluating accuracy, policy adherence, tone, and resolution quality.
- Map existing operational workflows end-to-end; identify bottlenecks and propose more efficient alternatives.
- Build and maintain process documentation (SOPs, decision trees, and workflow guides).

Requirement:
- A minimum of 3 years' experience in operations, business process improvement, project management, quality assurance, or a related field.
- Strong analytical and process thinking skills.
- Familiarity with AI tools or automation platforms is a plus.
- Basic SQL knowledge is an advantage.
- Clear, structured written communication skills.

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.