Business Process Specialist

7 days 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

From detangling complicated use cases to delighting our consumers, the GrabSupport (GS) team provides customer support and solutions to in-country business units for various verticals. We aim to delight our users and turn a negative experience into a positive one.

Get to know the Role:

- As a Business Process Specialist you will be an individual contributor working on the following:

- Lead multiple process improvement projects with direct contact with senior executives in the organization.
- Participate in the shaping, deployment, and implementation of an enterprise-wide Lean Sigma Continuous Improvement program.
- Facilitate quality and change management processes
- Identify customer needs and key drivers to reach customer satisfaction goals with financial benefits.
- Perform business process mapping & analysis
- Partner with the leadership team to select improvement areas and build a robust improvement strategy, integrate recommendations with other programs and initiatives.

The day-to-day activities:

- Conducting sessions with process stakeholders, facilitate brainstorming sessions to identify gaps, and chart out an improvement action plan.
- Conduct process bench-marking exercise
- Collect data on various metrics to create performance baselines and implement it across the organization, monitor the usage of performance baselines, and identify action plans to improve baselines.
- Create to-be process maps
- Identify the best process to be mapped with the system to improve the productivity of the team.
- Review process update request and make necessary changes
- Work directly with internal process owners and Team Leads and project teams to drive process improvement projects within their areas of responsibilities.
- Develop guidelines for process improvement initiatives
- Identify the parameters to track process improvements and create monitoring criteria. The parameters can include input and output criteria, training, testing, methodologies, reviews, etc.

The must haves:

- Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization, business operations.
- Must have a strong passion for driving continuous improvement.
- Strongly Skilled in process flow documentation and literature.
- Excellent communication and interpersonal skills
- Strong organization skills and attention to detail
- Comfortable to be in an Individual Contributor Role.



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