Regional Commercial Operations

2 weeks ago


Petaling Jaya, Malaysia Grab Full time

**Job Description**:
**Life at Grab**

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

**Get to know the Team**:
As a member of Grab, not only will you bring your skill sets to drive your team forward, but you will also develop your untapped potential and be inspired by some of the most amazing minds in the industry. Our team consists of both young and experienced individuals who are tenacious, motivated and energized by the fact that we exist to make a change - have a societal impact in Southeast Asia.

Grab For Business is the B2B SaaS team within Grab that helps to simplify business transportation, corporate food & package deliveries as well as related services for companies across Southeast Asia. We actively engage with top companies and top brands across the region and its imperative that we drive efficient commercial operations within our organisation. To this end, we are looking for a strong Associate - Regional Commercial Operations in our Grab For Business team to contribute towards a robust commercial & account operations organisation that will cater at scale to an expanding portfolio of corporate clients.

**Get to know the Role**:
**The Day-to-Day Activities**:

- Process Excellence
- Ensure adherence and compliance on all corporate client billing details (Contracts, Commercial terms, Billing & Invoicing) in Malaysia
- Promo Code Tracking: Ensure all regional SOPs in GfB promo approval, generation and database tracking are adhered to by GfB Sales Ops and business teams. Track promo code usage to analyse efficacy of promo-driven targeted marketing campaigns.
- GrabGifts: Support all requests for the generation / tracking / updating of all GrabGifts vouchers, sales and payment details in Malaysia, for all sales channels.
- Salesforce CRM: Monitor, report and adjust as necessary to ensure Key Account managers, Inside Sales and Channel Partner teams maintain data integrity and data quality basis recommended SOPs
- Account Operations | Advanced Client Support
- Anchor the Accounts Ops program in Malaysia for our corporate clients (GfB Portal signup & setup, troubleshooting, account administration issues, advanced GfB client support etc.)
- Work with GfB Sales & Key Accounts and Support teams on SOP adherence that ensure a seamless client experience when dealing with Grab support touchpoints.
- Manage Zendesk ticket resolution process with strict SLAs
- Billing & Invoicing
- Proactively support all sales channels on all new & existing corporate client Billing Admin work (SOPs | Setup | Troubleshooting | Change in PIC & details) in Malaysia.
- Follow regional SOPs that ensure a consistent and streamlined Billing Ops process for all prepaid and postpaid clients (Invoicing | Deposit | Top-up | Collections) in Malaysia.
- Ensure seamless billing & invoicing flow and strict internal SLAs for all corporate clients
- Handle troubleshooting and dispute resolution for all commercial contracts and billing

**The Must-Haves**:

- Education: Bachelor’s Degree (optional)
- Work Experience: Minimum of 2-4 years as a commercial ops or account ops executive within a fast-paced and competitive B2B, SaaS, enterprise, corporate or startup environment. Proven track record in building and driving operational excellence and best practices. Ability to work independently, deal with data analysis and increase the operational efficiency of the business.
- Communication: Strong and effective communicator with good presentation and speaking skills who can verbally and visually articulate their point of view clearly and succinctly.
- Ambitious, self-driven and highly motivated individual who can work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment. Should have demonstrated integrity and respect in the performance of their duties.
- Proficiency in client experience tools (Salesforce CRM, Tableau reporting dashboards)
- Comfortable with data analysis (MS Office, Google Docs / Sheets / Slides)

**Our Commitment**

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.



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