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Assistant Manager, Driver Engagement

Grab

Grab

Marina, CA, USA
Posted on Wednesday, May 22, 2024

Company Description

About Grab and our workplace

Grab is Southeast Asia’s leading superapp. We are dedicated to improving the lives of millions of users across the region by providing them everyday services such as deliveries, mobility, financial services, enterprise services and others. More than that, we provide the opportunity for them to have a better life. And that aspiration starts inside Grab because we believe in a seamless blend of work and home life, making every aspect of life better for all.

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—we work to create economic empowerment for the people of Southeast Asia. With our unwavering commitment to our values, we believe that we're more than a service provider; we're agents of positive change.

Job Description

Get to know the Team:

The Driver Engagement team is part of the Driver Operations group which is part of the broader Operations group handling end to end driver partner quality experiences and merchant partner back-end operations. Part of the group is also actively involved in all Safety & Fraud related activities.

  • The team supports all Grab’s business verticals and operations in the Philippines, and is responsible for all driver-related aspects of the platform.

  • As a team, it helps influence the overall strategic direction of the company supporting the top management with driver partners and related management and insights.

  • The role reports directly to the Head of Driver Engagement

Get to know the Role:

  • Lead and oversee overall drive-partner’s community for all existing ( 2W, Bike) + new fleet types, e.g. Taxi, Rent, Shuttle and other

  • Management of driver-partner community (all existing + new fleet types, e.g. Taxi,Rent, Shuttle and others)

  • Driver-partner welfare management

  • Travel in different locations to be able to speak with driver/driver-partners groups or third parties that involve in community

  • Initiate projects that may help in building good relationships with driver-partner leaders and driver-partner communities

  • Able to analyze historical and predictive data and able to create and execute on strategic and tactical action items to improve growth of the driver-partner/driver community

The Day-to-Day Activities:

  • Reporting and Analysis:

    • Responsible for regular reporting on driver partner activities and industry monitoring, in consultation with the Lead of Driver Engagement.

    • Monitor and analyze industry trends and market changes affecting the driver community.

    • Research competition to identify threats and opportunities.

    • Track, analyze, and present data to ensure actions achieve objectives and contribute to the strategic agenda.

  • Strategic Planning and Execution :

    • Develop or collaborate on plans to execute strategy and analyze business proposals for managing the driver community.

    • Support strategic/tactical projects and partnerships to enhance driver partner engagement, quality, and standards.

    • Continuously identify opportunities to improve ways of working with high-quality drivers and customer satisfaction in mind.

  • Cross-Functional Collaboration :

    • Work cross-functionally to understand operations objectives.

    • Provide customized driver partner operations advisory and solutions, balancing business and driver-partner motivations.

    • Assist driver-partners and internal stakeholders with requests or escalations urgently.

  • Community Engagement and Relationship Building :

    • Join daily conversations in driver-partner community chat groups.

    • Facilitate driver forums/meetings and communicate important information to driver-partners.

    • Act as the voice and mediator of Grab through online and offline community support.

    • Build and cultivate healthy relationships between Grab and the driver-partner communities.

    • Manage the community when implementing business needs.

  • Data-Driven Decision Making :

    • Translate numbers and insights into driver partner engagement actions.

    • Collate and communicate driver-partners' needs to stakeholders.

  • Hands-On Involvement :

    • Be willing to roll up your sleeves and actively participate in community engagements and support activities.

Qualifications

The must haves:

  • Effective Communication: Excellent written and oral communication skills. Proficiency in regional languages (e.g., Cebuano, Ilocano) is an advantage.

  • Exceptional Analytical and Problem-Solving Skills: Proficient in data analysis and problem-solving in a structured manner.

  • Process Improvement and Documentation: Excellent at collaborating to review, enhance, and document processes.

  • Workflow Preparation: Skilled in preparing and interpreting flowcharts, schedules, and step-by-step action plans.

  • Stakeholder Management and Teamwork: Strong skills in engaging with stakeholders and working effectively in teams.

  • Self-Starter in Fast-Paced Environments: Highly motivated self-starter who thrives in dynamic, fast-paced settings.

  • Interpersonal Skills: Strong interpersonal skills to work with individuals at all levels, providing motivation and empowerment as needed.

  • Technical Proficiency: Solid understanding of how software applications operate, including proficiency with tools such as Google Suite–particularly Google Sheets, Google Docs, Google Slides etc

  • Educational Background:
    • Bachelor’s degree in Business Administration, Operations Management, or a related discipline.

    • Degrees in Data Analytics, Information Systems, Communications, or Public Relations are also acceptable.

    • Master's Degree in Business Administration (MBA) would be an advantage

  • Professional Background:
    • At least 5 years of experience in roles focused on Community Engagement, Relationship Management, or similar.

    • Significant experience in improving processes and maintaining thorough documentation.

    • Passionate about social missions and dedicated to making a positive impact in emerging markets.

    • PMP certification and/or Data Analytics certifications (e.g., Google Data Analytics, IBM Data Analyst) are considered a plus.

Additional Information

Benefits at Grab:

We care deeply about your well-being and are committed to supporting you every step of the way. Here are some of the global benefits we offer:

  • Protect and provide for your loved ones with peace of mind, knowing we have your back with Term Life Insurance and comprehensive Medical Insurance.
  • Craft a benefits package that suits your unique needs and aspirations with GrabFlex, because we believe in empowering you to thrive.
  • Embrace the magic of new life and create lasting memories with your family through Maternity and Paternity Leave.
  • Life can be overwhelming, but you're never alone. Our confidential Grabber Assistance Programme is here to guide and uplift you and your loved ones through life's challenges.
  • Your well-being is our priority. Benefit from our holistic well-being initiatives through Wellbeing@Grab, including health programmes, informative webinars, and vibrant carnivals.
  • Achieve a harmonious work-life balance with our FlexWork arrangements, allowing you to adapt and thrive in your personal and professional life.

We’ve got many different benefits hyper localised in each country. Speak to your recruiter during your interview to find out more.

What we stand for at Grab:

We 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. If you require accommodations to fully participate in the recruitment process, you are encouraged to include your request(s) when applying.

We deliver the greatest impact and ideas when we bring together diverse perspectives. It is what enables us to spread opportunities to Grabbers and our partners. It’s not a box-ticking exercise; it’s who we are.