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 Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

As the Command Center Lead, you will be responsible for the real-time monitoring of our operational health. You will lead the team that responds to service disruptions, manages high-severity incidents, and ensures the smooth flow of operations during peak periods or unexpected events.

The Critical Tasks You Will Perform

• Manage the Command Center team, providing real-time operational oversight (e.g. backlog daily management or case management)
• Develop standard operating procedures for incident response and management.
• Monitor main operational dashboards and performance metrics to proactively identify issues.
• Serve as the primary communication point during service disruptions, providing updates to leadership and partners.
• Analyze incident data to identify causes and implement preventative measures.
• Collaborate with the Service Delivery team and RTA to ensure real-time issues and escalations are handled effectively.
• Collaborate closely with the Scheduling and Planning team to ensure the local trends, nuances are incorporated in scheduling and forecasting.

Qualifications

What Essential Skills You Will Need

• 5 years of experience in a Command Center, Service Operations, or Incident Management role.
• Experience in creating, planning, testing and activating Business Continuity and Crisis Management is a plus.
• Can maintain effectiveness and make sound judgments in high-stress situations.
• Articulate and proficient in driving interdepartmental cooperation.
• Experience with CRM, real-time monitoring tools, and dashboards including PBI, NICE, and Dynamics.
• A high degree of proactiveness and a solution-oriented mindset.

Additional Information

Life at Grab

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

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• 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.