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Sovereign’s Capital
Sovereign’s Capital

Head of People Experience, Delivery & Compliance



People & HR, Legal
Petaling Jaya, Selangor, Malaysia
Posted on Monday, June 3, 2024

Company Description

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 our Team

At Grab, our People Operations (Pops) team is on a mission to transform human resources in the same dynamic way. Our goal? To attract, nurture, and retain the extraordinary talent that makes up our Grab family.

Though we may be a compact team, we're mighty in our impact and collaborative in our approach. Our mandate is to shape a forward-thinking, future-ready people function at Grab. We're committed to driving operational excellence and process improvement across the organization, ensuring we're scaling processes consistently to deliver a top-tier, compliant employee experience. In essence, we're all about delivering simple, exceptional experiences at scale. We're the Pops team - small in size, big on impact, and all about the Grab 'make it happen' spirit.

Get to know the Role:

We're excited to introduce a new role, the Head of People Experience, Delivery & Compliance, as part of our expanding People Experience team. This role is pivotal in our mission to scale our processes, technology, and employee experiences in line with the growth of our company. It's a unique opportunity to be at the heart of our team, driving transformation and innovation in our HR processes.

In this role, you'll be focusing on transforming our HR processes, and finding innovative ways to scale them while keeping the employee experience at the forefront. Leading a team of analysts across various countries, you'll ensure the on-time delivery of experiences to our employees. As such, you'll often be the face of People Operations (Pops), seen as a trusted advisor and a friendly face known for your dedication to serving our employees and managers. You'll need to continuously coordinate with various teams and stakeholders to align views and drive what's best for Grab. Juggling several different priorities at the same time will be the norm, and often, the expectation will be to perform beyond the scope of work. This role is for those who thrive in a dynamic environment and are passionate about making a meaningful impact.

The day-to-day activities

  • Align business priorities with our People Operations agenda, ensuring that our HR strategies and initiatives are fully integrated with the business objectives.

  • Stakeholder Management: Collaborate with the People Operations leadership team to identify challenges and opportunities in our pursuit of service excellence. This includes conducting regular meetings to discuss operational issues, brainstorm solutions, and implement action plans.

  • Project Management: Lead and support large-scale, cross-functional projects from start to finish. This includes planning, coordinating, and executing system, process, data, and structural changes. Drive initiatives that directly impact our People Operations strategy, objectives, and service delivery improvements.

  • Support special projects aimed at enhancing the employee experience. This involves identifying areas of the employee journey that can be improved, and enhanced. Measure the success of these projects through defined key performance indicators, ensuring they contribute to a positive and engaging work environment.

  • Audit & Compliance: Oversee audit and compliance activities to ensure adherence to internal policies and regulatory requirements. Develop strategies to mitigate risks and enhance efficiency. This includes conducting regular audits, identifying compliance issues, and working with the team to develop corrective actions.

  • HR Technology and Automation: Champion the automation of HR processes, leveraging technology to streamline workflows, reduce manual effort, and improve accuracy. This includes identifying opportunities for automation, overseeing the implementation of automation tools, and monitoring their effectiveness.

  • Drive the utilization and adoption of Gen AI within the team, promoting its benefits and providing training and support as needed. This includes conceptualizing solutions to real-life problems, co-creating solutions with engineers, conducting training sessions, providing user support, and tracking usage and adoption rates.

  • Operations Management: Manage service delivery to ensure a positive, personalized employee experience. Monitor service level agreements (SLAs) for team processes to ensure efficiency and productivity. This includes tracking performance metrics, identifying areas for improvement, and implementing changes to enhance service delivery.

  • HR Advisory: Lead a team of HR advisors responsible for advising, guiding, and coaching managers on processes, policies, and usage of technology. Build trusted relationships with managers to understand their requirements, gather feedback, and help to streamline processes.

  • Team Management: Lead talent and team management efforts, including hiring, training, and development. Foster a culture of continuous learning and improvement. This includes conducting performance reviews and developing training and development programs.


  • Min 12-15 years of experience in leading HR operations and/or HR functional teams in a global, fast-paced environment. The technology industry is a plus.
  • Min of 5 years experience in leading the design and implementation of HR operating models, shared services models and/or other workforce models
  • Min of 2 to 3 years experience in managing, coordinating, and implementing HR audit and compliance models. Ideal candidate to have in-depth work experience with SOX
  • Min of 2 to 3 years experience in managing, coordinating, large-scale multi-geography, multi-functional projects involving process engineering and change management. Ideal candidate to have in-depth knowledge of PMP
  • Strong business acumen and business partner mindset
  • Passion for out-serving our people
  • Be able to step out of your comfort zone, deal with ambiguity

Preferred Skills & Certifications

  • Project Management Professional (PMP)
  • Lean Six Sigma certifications
  • Agile methodologies or SCRUM
  • Certified Compliance & Ethics Professional (CCEP)
  • Data Analytics and Reporting Certifications

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.