Grab Support Operations Manager

**Company 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.
**Job Description** Get to Know the Team**:

- Assist Grab Partners, including drivers, passengers, and merchants, in utilizing our products.
- Handle service inquiries and resolve disputes from our drivers, passengers, and merchants.
- Deliver exceptional customer service to our clientele.
- Foster positive relationships and engage in community-building initiatives with drivers, passengers, and merchants.

**Responsibilities**
You will help the organization to identify and prioritize customer feedback and create/ensure smooth processes that support operations.

In this role, you will:

- Lead the way in processing smooth consumer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers.
- Create positive consumer experience via the voice, non-voice channels (digital).
- Train and develop a team of grab support agents to ensure the team is meeting both productivity and quality in delivering the best consumer experience to Grab consumers and partners.
- Perform daily briefing sessions in communicating and ensuring understanding to all team members for existing and new product launch.
- Monitor agent’s tardiness and work closely with planner to ensure optimum working schedule which include leaves and overtime.
- Authorized to approve all cancellation, refund and reimbursement within the approved limitation.
- Perform manager call back whenever deemed necessary for escalated cases.
- Work closely with other verticals (eg. Payments team, DLR) in relation to Grab Support-related processes that requires process improvement.
- Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab Support’s processes and standard are adhered at all times
- Manage all disciplinary issues that arise within the team and work closely with HR and agency personnel to ensure prompt action is taken in a fairly and timely manner.
- Prepare monthly reports to be submitted to management related to team productivity, quality, feedback or any other reports required for continuous improvement.
- Work closely with other team managers from various verticals to ensure pending cases are solved within a timely manner.
- Manage agent performance evaluation and feedback session.
- Involved in any performance improvements project assigned by management in order to achieve better processes to strive for excellent customer experience.

**Qualifications**
- 5 years supervisory/managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
- 3-4 years experience in leading a contact center operation.
- Fluent in English both oral and written.
- Able to work in a fast-paced environment.
- Agile and adaptable to changes.
- Good communication, presentation, and interpersonal skills.
- Analytical and process oriented; ability to problem-solve
- Experience in managing teams including supervising, training, motivating, coaching, having difficult conversation and inspiring.
- Ability to deal with people from all levels professionally
- Good time management, organizing, delegating skills.
- Good in reporting and analyzing data.

**Additional Information** Our Commitment**

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.