Head, Business Process Transformation

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From Grab’s original posting

Job Description: Get to Know the Team The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey. Get to Know the Role You will lead the strategy, design, and execution of complex, multi-year process re-engineering projects across customer support functions. You will drive standard operating procedure (SOP) standardization, end-to-end (E2E) workflow redesign, and business readiness/change adoption strategies. In the immediate to medium term, this role will be heavily dedicated to leading the business transformation charter. This charter involves aligning country-level operating models, complexity standards, and go-to-market strategies with regional product capabilities. The Critical Tasks You Will Perform 1. End-to-End (E2E) Process Redesign & SOP Standardization • Process…