City Specialist
1 day ago
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.
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