Head, Business Process Transformation

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

You will lead the strategy design and execution of complex multi-year process re-engineering projects across customer support functions. You will drive standard operating procedure (SOP) standardization end-to-end (E2E) workflow redesign and business readiness/change adoption the immediate to medium term this role will be heavily dedicated to leading the business transformation charter. This charter involves aligning country-level operating models complexity standards and go-to-market strategies with regional product capabilities.

The Critical Tasks You Will Perform

1. End-to-End (E2E) Process Redesign & SOP Standardization

• Process Standardization: Lead process discovery and redesign across customer support verticals establishing standardized SOPs decision frameworks and routing logic across countries while balancing local regulatory requirements.
• Workflow Optimization: Analyze As-Is operational pain points and map future-state (To-Be) processes that simplify agent/customer touchpoints reduce transaction complexity and drive operational cost efficiencies.
• Governance Frameworks: Establish process ownership models documentation standards and change control mechanisms across all core support channels.

2. Strategic Lead for Enterprise Transformation

• Transformation Charter: Drive country-level business readiness SOP harmonization transaction complexity standardization and Go-To-Market (GTM) execution.
• Product & Tech Alignment: Partner directly with Regional Product Engineering and Tech teams to translate business requirements into system capabilitiesensuring enterprise technology enables the future operating model rather than replicating legacy processes.
• Cross-Country Alignment: Serve as the strategic alignment lead between regional program leads and local support heads.

3. Operating Model & Future-State Evolution

• Operating Model Strategy: Define and execute the post-deployment operating model including vertical process ownership future role profiles and responsibility matrices (R&R).
• AI & Automation Integration: Partner with tech teams to identify manual repetitive or high-friction tasks to recommend intelligent routing workflow automation and AI agent integration into standardized processes.

4. Business Readiness & Change Adoption

• Change Management: Lead business readiness frameworks across internal and BPO operations ensuring new processes toolsets and SOPs are seamlessly embedded through training alignment communication plans and pilot programs.
• Post-Implementation Continuous Improvement: Establish feedback loops post-rollout to monitor adoption quality adherence and process performance metricsiterating workflows based on business outcomes.

Qualifications :

What Essential Skills You Will Need

• 1015 years of progressive leadership experience in Business Process Re-engineering (BPR) Enterprise Tech Implementations Shared Services or Large-Scale Operations Transformation within high-volume contact centers or tech platforms.
• Proven track record in mapping E2E processes (As-Is / To-Be) establishing SOP governance and leading cross-border process harmonization across matrixed environments.
• Demonstrated ability to lead organizational change business readiness and go-to-market adoption strategies for major software CRM or ERP rollouts.
• Exceptional executive presence with experience managing complex cross-functional stakeholders (Regional Product Engineering Operations and Country Managing Directors).
• Advanced knowledge of Lean Six Sigma Target Operating Model (TOM) design and continuous improvement frameworks.

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