At Grab, we're passionate about providing the best possible experience for our customers across all of our services. As a Business Process Manager for Service Excellence Transformation, you'll play a critical role in driving our efforts to continuously improve the customer experience. You'll work closely with cross-functional teams to analyze existing processes and identify areas for improvement, and you'll develop and implement strategies and tools to drive operational efficiency and scalability. With your strong project management skills and focus on process improvement, you'll help us deliver even better service to our customers, while embodying Grab's core values of putting the customer first and always striving for excellence.

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

• Lead multiple process improvement projects with direct contact with senior executives in the organization.

• Participate in the shaping, deployment and implementation of an enterprise-wide Lean Sigma Continuous Improvement program.Bachelor or Master Degree in Business Administration or relevant

• Facilitate quality and change management processes

Get to know the Role:

• Identify customer needs and key drivers to reach customer satisfaction goals with financial benefit.

• Perform business process mapping & analysis

• Serve as a the principal adviser for Grab for all departments within this growing organization.

• Partner with the leadership team to select improvement areas and build a robust improvement strategy, integrate recommendations with other programs and initiatives.

The Day-to-Day Activities:

• Conducting lean action workout sessions with process stakeholders, facilitate brainstorming sessions to identify gaps and chart out improvement action plan.

• Conduct process bench-marking exercise

• Collect data on various metrics to create performance baselines and implement it across organization, monitor the usage of performance baselines and identify action plans to improve baselines.

• Mapping functional solution to technical solution

• Create to-be process maps and functional design.

• Identify the best process to be mapped with the system to improve productivity of the team.

• Process data analysis using six sigma methodologies

• Execute large scale projects to improve project delivery throughput by improving process capability and reducing cycle time.

• Work directly with internal process owners and Team Leads and project teams to drive process improvement projects within their areas of responsibilities.

• Develop guidelines for process improvement initiatives

• Identify the parameters to track process improvements and create monitoring criteria. The parameters can include input and output criteria, training, testing, methodologies, reviews, etc.

The Must-Haves

• At least 3 years of experience in Project Management working with across multiple business units stakeholders.

• Strong Project Management (PMP) experience OR a 6 Sigma Black Belt Certified

• Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization, business operations.

• Must have a strong passion in driving continuous improvement.

• Strongly Skilled in process flow documentation and literature. ISO certification will be an advantage.

• Excellent communication and interpersonal skills

• Strong organization skills and attention to detail

• Individual Contributor Role.

Our Commitment

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.