Job Description
Get to Know the Team
The Merchant Core Operations team supports the merchant journey on Grab, from onboarding and activation through ongoing Merchant Support. We ensure merchant applications are processed accurately, merchants are activated within SLA, and quality standards are consistently maintained across both functions. Working closely with the Centre of Excellence (COE), Product, Commercial, and Compliance teams, we manage day-to-day operations while driving process improvements, product enhancements, and automation initiatives.
You will report to the Manager, Merchant Core Operations. This role is based at 1 First Avenue, Bandar Utama.
Get to Know the Role
This role oversees the end-to-end Merchant Onboarding funnel, from application submission through successful activation. You will lead the onboarding team to ensure applications are processed accurately, SLAs are met, and merchants are activated smoothly.
You will drive onboarding performance, quality assurance, product enhancements, process improvements, and automation initiatives such as OCR-enabled applications. This role requires a people-oriented and process-driven leader who can use data, Salesforce, and AI-enabled tools to improve efficiency and build a high-performing team.
The Critical Tasks You Will Perform
- Lead Onboarding Performance and Quality: Oversee the end-to-end onboarding funnel, ensuring SLA,, productivity, activation, and quality targets are consistently achieved with minimal errors and rework.
- Drive Product and Process Enhancements: Partner with Product and the Centre of Excellence to improve workflows, implement automation, reduce manual effort, and deliver solutions such as OCR-enabled applications.
- Manage Stakeholders: Work with Commercial, Legal, Compliance, Technology, Product, COE, and other stakeholders to resolve issues, manage escalations, and deliver sustainable operational improvements.
- Lead and Develop the Team: Set objectives, manage performance, coach team members, plan capacity, and foster a culture of accountability, collaboration, and continuous improvement.
Qualifications
What Essential Skills You Will Need
- Operational Performance and Quality: At least 5 years' experience in merchant operations, onboarding, sales operations, or process improvement, with experience managing SLA, quality, productivity, and activation targets.
- Product and Process Enhancement: Proven ability to design scalable processes, improve operational efficiency, implement automation, and use Salesforce, data, and AI-enabled tools to support decision-making.
- Stakeholder Management: Strong communication, collaboration, and problem-solving skills, with the ability to work effectively across Commercial, Legal, Compliance, Technology, Product, and COE teams.
- People Management: Proven experience managing and developing an operations team, including coaching, delegation, performance management, feedback, and capacity planning.
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 provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
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.