Team Lead, Centre Operations

Get to Know the Role

Operational Leadership

• Oversee daily Centre Operations; ensure efficient high-quality support.
• Review E2E consumer journey/feedback; implement improvements.
• Manage and resolve escalations.
• Act as primary liaison with Grab stakeholders; relay partnerescalation feedback.

Performance Management

• Monitor analyze and report team OKRs (e.g. waiting/handling times CSAT); provide feedback and drive improvements.
• Train and assess teams on the latest Grab products services and policies.
• Run regular team meetings coaching and performance reviews to reinforce a partnercentric culture.
• Manage vendors (BPOs) to meet Service level agreements scale capacity and uphold quality standards.
• Oversee and maintain process documentation and training materials (regular reviews/updates).

Process Improvement and Automation

• Map/redesign processes to eliminate manual steps and bottlenecks through automation.
• Improve adoption of digital/automated tools; ensure smooth transition and high proficiency.
• Explore AI use cases to enhance service delivery and operational efficiency.

This role reports to the Manager Platform Operations onsite at our One North office.

Qualifications :

What Essential Skills You Will Need

• You have 5 years in customer service/service centre; 3 years in a supervisory/team lead role.
• Bachelors in Business Operations Management or related field (preferred).
• Process improvement expertise (Lean Six Sigma Agile) and hands-on experience with automation/AI in service centres.
• Track record in motivating and developing teams.

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 lifes challenges.
• Balancing personal commitments and lifes 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.

Remote Work :

No

Employment Type :

Full-time