Head, Service Excellence & Digital Operations

{"@context":"https://schema.org","@type":"JobPosting","title":"Head, Service Excellence \u0026 Digital Operations","description":"\u003Cp\u003E\u003Cstrong\u003EAbout Grab and Our Workplace\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EGrab is Southeast Asia\u0027s leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we\u0027ve 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.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EGet to Know the Team\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, guided by a commitment to business process optimization, digital innovation, and strategic vendor management. We will ensure our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EGet to Know the Role\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EYou will be the chief executor of operational excellence, managing the full design-to-delivery lifecycle for support quality, processes, and agent capability. You will ensure the Service Excellence \u0026amp; Experience Head sets the strategic vision, which you will translate into high-quality, measurable results across business processes, quality assurance, agent training, and digital enablement.\u003C/p\u003E\u003Cp\u003EYou will lead the effort to transform reactive support into proactive, efficient service. This transformation will achieve optimization of workflows, ensure process adherence through quality checks, equip agents training, and use AI and automation technologies.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EThe Critical Tasks You Will Perform\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003EBusiness Process Execution \u0026amp; Optimization:\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EDefine, document, and advocate for the best support processes, identifying operational bottlenecks and leading complex optimization projects.\u003C/li\u003E\u003Cli\u003EEnsure process documents (SOPs) and knowledge articles are current, accessible, and reflect the live operational environment.\u003C/li\u003E\u003C/ul\u003E\u003C/li\u003E\u003Cli\u003E\u003Cstrong\u003ETraining \u0026amp; Capability Strategy:\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003ELead the development of all agent training programs (new hire, refresher, and product updates) to ensure deep process understanding and quality adherence across both in-house and BPO teams.\u003C/li\u003E\u003Cli\u003EEstablish a mechanism for certifying agent proficiency and ensuring training content align directly with process and quality standards.\u003C/li\u003E\u003C/ul\u003E\u003C/li\u003E\u003Cli\u003E\u003Cstrong\u003EQuality Management \u0026amp; Adherence:\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EIntegrate quality frameworks (defined in partnership with Strategy and Insights) into process design and training content, serving as the operational owner for meeting quality standards.\u003C/li\u003E\u003Cli\u003EEstablish and maintain feedback loops between Quality, Process, and Training teams to drive immediate corrective actions and preventative process adjustments.\u003C/li\u003E\u003C/ul\u003E\u003C/li\u003E\u003Cli\u003E\u003Cstrong\u003EDigital Operations \u0026amp; Automation Implementation (Execution Focus):\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003ETactically lead the full implementation lifecycle of approved digital and automation projects (AI/ML tools, self-service solutions, CRMs) to enhance agent efficiency and customer experience.\u003C/li\u003E\u003Cli\u003EManage smaller-scale digital enhancements and platform configurations to improve daily operations.\u003C/li\u003E\u003C/ul\u003E\u003C/li\u003E\u003Cli\u003E\u003Cstrong\u003ETeam Leadership \u0026amp; Development:\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EDevelop a high-performing team of Business Process Analysts, Training Specialists, and Help Center/Content Developers, promoting a culture of continuous improvement and data-driven execution.\u003C/li\u003E\u003C/ul\u003E\u003C/li\u003E\u003Cli\u003E\u003Cstrong\u003EOperational Change Management:\u003C/strong\u003E\u003Cul\u003E\u003Cli\u003EPartner directly with the Service Delivery Team and BPO operations to ensure smooth, successful adoption of new tools and training programs, managing organizational change.\u003C/li\u003E\u003C/ul\u003E\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EWhat Essential Skills You Will Need\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E8 years of experience leading teams in a combination of business process, quality assurance, training, or digital transformation within a high-volume contact center environment.\u003C/li\u003E\u003Cli\u003ETrack record in driving process improvements using methodologies like Lean or Six Sigma.\u003C/li\u003E\u003Cli\u003EExpertise in using support technologies (CRM, automation, AI/ML tools) to improve operational metrics.\u003C/li\u003E\u003Cli\u003ETranslate complex process requirements into simple training and documentation.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u0026#xa0;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ELife at Grab\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EWe care about your well-being at Grab, here are some of the global benefits we offer:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EWe have your back with \u003Cstrong\u003ETerm Life Insurance \u003C/strong\u003Eand comprehensive \u003Cstrong\u003EMedical Insurance.\u003C/strong\u003E\u003C/li\u003E\u003Cli\u003EWith \u003Cstrong\u003EGrabFlex, \u003C/strong\u003Ecreate a benefits package that suits your needs and aspirations.\u003C/li\u003E\u003Cli\u003ECelebrate moments that matter in life with loved ones through \u003Cstrong\u003EParental\u003C/strong\u003E and \u003Cstrong\u003EBirthday leave\u003C/strong\u003E, and give back to your communities through \u003Cstrong\u003ELove-all-Serve-all (LASA)\u003C/strong\u003E volunteering leave\u003C/li\u003E\u003Cli\u003EWe have a confidential \u003Cstrong\u003EGrabber Assistance Programme\u003C/strong\u003E to guide and uplift you and your loved ones through life\u0027s challenges.\u003C/li\u003E\u003Cli\u003EBalancing personal commitments and life\u0027s demands are made easier with our FlexWork arrangements such as differentiated hours\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EWhat We Stand For at Grab\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EWe 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.\u003C/p\u003E","identifier":"REF5309H","mainEntityOfPage":"https://www.grab.careers/en/jobs/744000126450377/head-service-excellence-digital-operations/","url":"https://www.grab.careers/en/jobs/744000126450377/head-service-excellence-digital-operations/","datePosted":"2026-05-14","employmentType":"FULL_TIME","hiringOrganization":{"@type":"Organization","name":"Grab","url":"https://www.grab.com/sg/","logo":"https://www.grab.careers/images/logo.svg"},"industry":"Other Teams","jobLocation":{"@type":"Place","name":"Pasig City","address":{"@type":"PostalAddress","name":"Pasig City","addressCountry":"Philippines","addressLocality":"Pasig City","streetAddress":"Exquadra Tower"}}}