Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've 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.

Job Description

Get to Know the Team

The Platform Operations team offers exposure to practical operations in a collaborative environment, where trainees can build foundational skills and contribute to everyday frontline and backend operations.

Get to Know the Role

This is a 6 months full-time onsite role based in Singapore as part of the GRIT Programme.

You will support the Manager, Platform Operations in managing the daily operations and overseeing projects within Grab@Tampines Service Centre, GrabFood & Transport stores and advertisement partnerships. The trainee will gain practical experience in centre operations, customer experience, vendor management, business development and project management.

The Critical Tasks You Will Perform

The trainee/s will be involved in the following areas:

Grab@Tampines Service Centre

1. Develop an in-depth understanding of the daily operations and nature of escalations handled in Grab@Tampines.
2. Review the existing segmented servicing approach of handling transactions in Grab@Tampines, and create proposals to improve the respective transaction handling.
3. Review end-to-end consumer journey using holistic customer feedback metrics (e.g Voice of Customer) to identify potential service gaps and implement improvement plans.
4. Develop, implement and review strategies to improve service centre processes to enhance operational efficiency.
5. Review existing service centre metrics and propose changes to improve operational efficiency and customer satisfaction.
6. Track and evaluate team performance, providing feedback and identifying areas for improvement.
7. Explore opportunities whereby Artificial Intelligence Technologies can be used to improve customer service delivery and operational efficiency in a service centre setting.

GrabFood Gears & Transport Store

1. Provide daily operational support to the commercial team for both online and offline sales channels.
2. Develop go-to-market strategies for new products & ideas to expand potential revenue opportunities within sales channels.
3. Conduct consumer focus groups for both our delivery and transport partners to gather insightful feedback on all items.
4. Participate in change management planning with the shift to the aggregator model regionally.

Advertisement Partnership

1. Conduct market research on industry advertisement rate cards and ensure that existing Grab@Tampines rates are benchmarked competitively against industry standards.
2. Prospect and negotiate with potential advertisement partners on the usage of Grab@Tampines spaces.

Qualifications

What Essential Skills You Will Need

Technical Skills and Competencies Trainee will learn during the traineeship:

1. Gain hands-on experience in the daily handling of service centre operations, managing teams and enhancing customer experiences.
2. Develop in-depth understanding of how Artificial Intelligence technologies can improve operations in a service centre setting.
3. Gain insights in the commercial model and operations of running an e-commerce webstore with both online and offline sales channels.
4. Oversee the end-to-end commercial process of launching new business ideas and products.
5. Conduct effective consumer research and industry benchmarking of advertisement placement rates.
6. Effective vendor management skills.
7. Business development skills in the prospecting and negotiating with commercial partners on advertisement placement rates.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer our Trainees:

• Comprehensive Medical Insurance: We got you covered with medical insurance plans.
• Leave Entitlement: Enjoy a range of leave options including Annual Leave, Medical Leave, and Hospitalization Leave.
• Flexible Work Arrangements: Benefit from a flexible work schedule that allows you to balance your academic commitments and personal life.
• Community Involvement: Get involved in community service through Love-all-Serve-all (LASA) programs.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

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