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Digibank Malaysia Project

1 month ago

Petaling Jaya, Malaysia Grab Full time

**Job Description**:
Grab and its consortium has been selected to win the Digital Bank licence to build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We have big dreams to unlock and financial inclusion for people in our region is just one. If you have what it takes, help build our new Digibank with us.

**The Day-to-Day Activities**:

- Work with the Customer Service, OPS Team, Engineers, Design, Quality Assurance (QA), and product teams to solve the impediments faced by the teams and to drive long-term product improvements.
- Continuously find ways to help teams and the organisation improve how it delivers by identifying gaps in processes and operations.
- Accomplish human resources objectives by helping in recruitment, selecting, orienting, training, reviewing on a manager level (heads).
- Provide strategic approaches in terms of day-to-day operations such as performance management, mentoring, and coaching.
- Design operations playbook and coordinate with sub-groups such as training and quality and workforce for better operations.
- Responsible for resolving technical issues and providing support to stakeholders.
- Support the launches of products and features, working with both business operations and engineering to gather requirements, configurations, setup and testing for related products.
- Provide leadership on outage calls in order to drive issue resolution and limit impact to the user.
- Participate in “standby” on an as needed basis to ensure that expert level support is available on a 24×7 basis.
- Support the development and delivery of training programs and support documentation to other departments on new operation, maintenance, and troubleshooting procedures.
- Provide expert on-site and remote support during major software upgrades.

**The Must-Haves**:

- Relevant Support Experience range - 5 to 8 years.
- At least 2 - 3 years experience as a Team Lead or Manager will be an advantage.
- Manage a variety of complex, cross-functional projects / initiatives and lead various aspects of assigned project / initiative delivery.
- Involved in defining and shaping the support process in Grab - providing inputs and feedback to improve the culture and principles and promote an environment which embodies Principle and Values.
- A project delivery or technical leadership background with strong organisational and interpersonal skills.
- Experience in driving quality initiatives within the teams/squads by incorporating the idea of "Preventing issues is better than finding them”.
- A Bachelor’s degree preferably in Computer Science, Information Technology Information System, or equivalent.
- A proven track record in regard to effective operations management and its success.
- Demonstrated a clear understanding of Support Service concepts and practices.
- Ability to be task/team/deadline-oriented and be a team player;
- Must be familiar with working via online tools like ServiceNow, PowerBi, Google Data Studio, Google Sheet.
- Must be fluent in both English and the local native language.
- Must be able to work independently and remotely.
- Knowledgeable in mobile operating systems (iOS, Android).
- Ability to multitask.
- Exceptional communication skills.