City Operations Specialist

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

Join a team that builds relationships with drivers, creating a safe and supportive environment, and driving growth through innovative strategies. We collaborate across departments to ensure an optimal balance of driver supply and demand in the city.

The team thrives on solving challenges, analyzing data, and implementing solutions that align with Grab's mission to drive Southeast Asia forward. You will be part of a dynamic team where your contributions directly impact drivers, passengers, and the community.

Get to Know the Role

We are looking for passionate individuals to lead the seamless operation of our Grab Driver Center in Johor. As a key player in this role, you will be the face of Grab for our driver-partners, addressing their inquiries, resolving concerns, and promoting a safe, supportive environment. You will champion Grab's vision and values, creating meaningful connections within the community while ensuring our drivers feel empowered and valued.

Beyond engagement, you will take charge of driver recruitment, onboarding and optimization through analysis, while collaborating with stakeholders to manage driver supply and drive growth. This is a dynamic and rewarding role where your contributions will directly shape the success of Grab's operations and the lives of our driver-partners.

You will report into the GDC & Acquisition Lead and be based in Johor, working onsite.

The Critical Tasks You Will Perform

• Lead and deliver projects that improve driver operations and experience, ensuring smooth execution, strong teamwork, and positive results.
• Lead efforts to acquire and onboard new drivers, delivering comprehensive training on Grab's services while managing and optimizing recruitment channels (both online and offline) to achieve weekly driver activation targets.
• Manage Grab Driver Center e-hailing operator including monitoring the class performance, number of activations, follow ups, certificate and licensing application/renewal and documentation.
• Analyze performance trends across recruitment channels, identify challenges, and implement impactful improvements. Oversee the Alpha and Agency Programme and conduct regular engagement sessions to address concerns, gather feedback, and drive enhancements.
• Facilitate engaging training sessions, ensuring drivers are equipped for success. Maintain a clean, safe, and professional environment at the Grab Driver Center, while managing inquiries and ticketing with efficiency.
• Handle paperwork, managing documentation, and performing other administrative responsibilities related to driver acquisition and GDC management.
• Manage a high-performing team to drive outstanding performance, improve Grab Driver Center processes, and handle additional tasks assigned by the Manager.
• Handle escalated driver issues, ensuring swift resolution to maintain driver satisfaction and provide support during face-to-face interactions.
• Collaborate with Southern Regional teams and coordinate with key functional departments (Payments Dispute, DLR, UT) to drive and deliver seamless, efficient services across all touchpoints.

Qualifications

What Essential Skills You Will Need

• You have Bachelor's degree in any discipline with proficiency in English and Bahasa Malaysia; Mandarin is an added value and 1 year working experience in the related field.
• You have experience managing processes, resolving conflicts and delivering excellent customer service, training, and sales support.
• You can manage multiple tasks while ensuring deadlines are met without compromising quality of work.
• You are good at analyzing data, managing risks, and using tools like Excel, PowerPoint, and GDocs.
• You have experience managing teams with diverse backgrounds and expertise.

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 life's challenges.
• Balancing personal commitments and life's 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.