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Governance Manager, Grab Support RegionalSingapore

Grab

Grab

Customer Service
Singapore
Posted on Monday, February 27, 2023

Life at Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Get to know the team

The Grab Support team is responsible for developing, shaping and executing a holistic customer experience strategy for Grab. We advocate for our users, think in their shoes and embrace a strong sense of ownership and accountability, leveraging on technology platforms to maximise the support efficiency for our agents to solve our consumers and partners’ problems. We are obsessed with delivering world class experience to our users on the journey of their lives.

Get to know the role

Working in a fast-paced environment, you will lead a team of highly driven individuals and be responsible for shaping the regional governance and compliance strategies, roadmap, policies and processes for Grab Support. Reporting to the Regional Head of Grab Support Systems, Vendor Management and Governance (SVG), you will partner closely with multiple cross functional teams such as Insider Threat and Investigations, Cyber Assurance, Risk and Compliance, Internal Controls, Integrity, Privacy, Product and Systems, Vendor Management, Operations, Legal, and Technology to create a safe operating environment for Grab Support through balancing risk, compliance and business needs, and ensure all related risks are maintained within the organization’s risk appetite.

You will play a critical role in the delivery of a wide range of initiatives - from small, quick wins to lengthy and complex programs, to ensure Grab Support business activities are in line with the organization policies and provide ongoing guidance on compliance matters with high ethical standards. You will also actively assess and conduct regular audits to identify potential gaps, and process and control improvements to strengthen the overall Grab Support risk management, and produce relevant reports to Grab Support Management.

You will be required to participate in new projects or business opportunities that the department may undertake from time to time, in your capacity as Governance and Risk Manager to assess or identify risks including but not limited to financial, compliance, compliance and regulatory considerations for the project(s).

In this role, you should be highly perceptive and methodical with the ability to communicate effectively, presenting and articulating your plans and decisions for stakeholder buy-in.

This role will be based in Singapore.

The Day-to-Day Activities

  • Be responsible for the end-to-end governance and risk management for Grab Support with particular focus on fraud, compliance and operational risk, and business continuity

  • Formulate strategies, drive and implement programs to continually strengthen Grab Support operational efficiency in controls implementation and compliance through risk assessment of critical processes and platforms

  • Drive periodic internal reviews or audits to ensure that compliance procedures are followed

  • Partner with subject matter experts from cross functional teams to create, deliver and promulgate training and awareness programs to level up Grab Support knowledge in cybersecurity, data privacy, fraud prevention, ethics and compliance

  • Act as the trusted advisor, influence and drive the appropriate risk culture across Grab Support

  • Build and maintain a continual collaborative relationship with a diversified range of cross-functional teams such as data and privacy protection, integrity, risk and compliance, cybersecurity, information technology, internal controls, legal, to build or improve internal controls and optimize processes for Grab Support

  • Keep abreast of regulatory and technology developments within or outside of the organisation as well as evolving best practices in compliance and operational controls for contact centers

  • Provide leadership and guidance to reporting staff, empower team culture and enable them to be successful in their role

The Must-Haves

  • At least 10 years of relevant work experience in risk consulting, regulatory affairs and/or compliance, internal/external audit, internal control and risk optimization, cybersecurity, data protection, access controls or related areas in industries that are globalized, fast growing and highly regulated

  • Bachelor’s Degree in information security, engineering, computer and/or any other discipline that combines structured and systematic thinking with user-centric solution design

  • Strong leadership, problem solving, project management, presentation and communication skills, and ability to execute with consistently high standards within exacting timeframes

  • Strong team player with strong organization and stakeholder management skills and the ability to take ownership and deliver independently

  • A high level of risk awareness, agile mindset and outstanding professional ethics

  • An advocate of effective documentation to promote consistency in processes, continuous reinforcement and iteration for process improvement (kaizen)

  • Excellent business acumen with a broad strategic perspective, customer-centric, team and results-oriented.

  • Possess initiative, drive and excellent attention to detail. Be motivated by innovation to achieve tangible business outcomes

  • Willingness to travel across Grab’s markets in SEA (once COVID-19 situation improves and travel opens up).

Forward together

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Equal opportunity

Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.

Recruitment agencies

Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.