Opportunity at
GrabHead, Business Process Transformation
This full-time, on-site leadership role in Manila covers multi-year process re-engineering across Grab's customer support functions. The head will standardize procedures, redesign end-to-end workflows and guide…
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About This Role
This full-time, on-site leadership role in Manila covers multi-year process re-engineering across Grab's customer support functions. The head will standardize procedures, redesign end-to-end workflows and guide business readiness as new operating models roll out across countries. The position works with regional product, engineering and country leaders to align support processes with platform capabilities.
Job Description
This full-time, on-site leadership role in Manila covers multi-year process re-engineering across Grab's customer support functions. The head will standardize procedures, redesign end-to-end workflows and guide business readiness as new operating models roll out across countries. The position works with regional product, engineering and country leaders to align support processes with platform capabilities.
Responsibilities
- Lead end-to-end process redesign and standardize SOPs and routing logic across countries.
- Drive country-level readiness and go-to-market execution for the business transformation charter.
- Define the post-deployment operating model, role profiles and responsibility matrices.
- Lead change adoption, training alignment and post-rollout improvement loops.
Requirements
- Proven record of mapping as-is and to-be processes and governing SOPs across borders.
- Experience leading change for major software, CRM or ERP rollouts.
- Experience managing cross-functional stakeholders, including country managing directors.
Qualifications
- Working knowledge of Lean, Six Sigma, target operating model design and continuous improvement.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role located and is remote work offered?
The posting lists the role as on-site in Manila. It does not describe remote or hybrid options.
What experience does the posting ask for?
It asks for several years of progressive leadership experience in process re-engineering, shared services or large-scale operations transformation. A track record with enterprise system rollouts is also expected.
Does the posting specify a salary?
The posting does not specify a salary or compensation range.
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