Contact Center - Service Delivery Head

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.

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

As the Service Delivery Head, you will be responsible for designing, governing, and leading end-to-end service delivery for multiple businesses of Grab. You will oversee operations in customer experience for both in-house and outsourced operations, ensuring that delivery models are future-ready, financially sustainable, and aligned with regional priorities.

The Critical Tasks You Will Perform

• Implement the operating model within the assigned vertical or business segment by introducing automation, outsourcing/insourcing, and new digital service solutions.
• Manage/ Monitor the budget spend for service delivery. .
• Return on investment optimization, and co-shape projects that drive operational efficiency.
• Implement governance frameworks, compliance, and risk controls for the vertical.
• Build and scale center of excellence model with the GS Support Country Leadership.
• Drive continuous improvement using Lean, Six Sigma, and best-in-class benchmarking.
• Ensure performance and service level agreement adherence for both BPO and In-house Operations.
• Promote standardization, scalability, and service quality across in-house and outsourced partners
• Manage escalations at country scale, ensuring customer-first decision-making.
• Lead service delivery Team Leaders and BPO partners towards a common and shared goal.
• Champion inclusion, collaboration, and talent mobility in the country.
• Be the face of the Vertical and the GS counterpart for internal customers such as Country Strategy and Vertical owners and Regional enablers.

What Essential Skills You Will Need

• 10 years of progressive experience in BPO Contact Center, In-house/ Shared Service, Customer Operations environment managing multiple stakeholders.
• 8 years extensive experience in a leadership role within a proven track record delivering operational excellence for a medium sized in-house operations and large-scale contact center or customer support environment.
• Proven track record of managing both in-house and outsourced operations with omni-channel, multi-channel support.
• Partner and collaborate with local, regional partners and cross-functional teams.
• Has experience co-shaping, planning and managing budgets.
• Strong understanding of contact center metrics, technologies, and best practices.
• Experience leading and coaching multiple teams.

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.