Regional Project Manager, Contact Centre Engagement

Job Description

We are Grabbing the job detail for you

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.

Get to know the team

The Grab Support (GS) team is responsible for developing, shaping and executing a holistic customer experience strategy for Grab. We advocate for our users, think in their shoes and embrace a strong sense of ownership and accountability, leveraging on technology platforms to maximise the support efficiency for our agents to solve our consumers and partners’ problems. We are obsessed with delivering world class experience to our users on the journey of their lives.

Get to know the Role:

As a Project Manager, you will lead, drive and be responsible for end to end project management of small, medium or large complexity projects related to Grab Support Contact Center Business Process Outsourcing (BPO) and Engagement Platforms used by our agent support specialists to service our users across Southeast Asia region.

You will work with internal teams to define functional requirements, lead project tenders and implementation in collaboration with internal business, technology, engineering, cybersecurity and privacy and external vendor teams, to drive smooth deployment, adoption and operations of our engagement platforms and/or services.

Post the initial implementation for certain projects, you will be expected to serve as the subject matter expert and/or business owner to drive the ongoing roadmap and related initiatives as required on an ongoing basis.

This role will be based in Singapore.

The Day-to-Day Activities

• Assess and apply appropriate project management methodologies to ensure project success including regular and effective communication with key stakeholders, reporting, governance, change management, manage project risks and issues, and clear documentation in all phases of the project lifecycle.
• Manage, plan and develop business cases, ensuring that projects are executed to achieve the identified business needs and outcomes, within agreed parameters of cost, duration and quality.
• Lead and manage RFI / RFP / Tender and work closely with Procurement and Business teams to execute procurement processes including requirements gathering, preparation of requirements specifications, evaluation scorecards and vendor selection till award of contract.
• Be the bridge between Business, Tech (Product, Engineering and GTS) and/or GRCC (Cyber Assurance, Vendor Security, Data Privacy) teams in all phases of the project lifecycle.
• Work closely with business users and project team members on project initiation, implementation and post-implementation support.
• Work closely with SME and/or functional leads to formulate strategies for the development and maintenance of Business Continuity Plans for Grab Support Contact Center operations.
• Explore and recommend solutions based on technology trends and standards, to exploit new and emerging technologies and products to meet present and future business needs to key stakeholders (decision makers) in alignment with the overall Grab Support strategy plan.
• Scope, risk and issue management, including documenting, communicating and facilitating resolutions or mitigation plans.
• Actively engage and motivate various key business partners to deliver and effect positive change in our Contact Center Engagement Platforms
• Willingness to travel across Grab’s markets in SEA (once COVID-19 situation improves and travel opens up).

The Must-Haves

• At least 7 years of relevant experience as a Project Manager for ongoing projects and new business / system technology transformation initiatives, with at least 2 full project implementation life cycles, preferably in a contact center environment
• Solid understanding of project controls, project management, construction documentation and sequencing
• Sound experience in running RFP / Tenders, vendor selection and contract management
• Strong experience in successfully leading multidisciplinary project teams potentially across multiple business functions and locations
• Excellent presentation and communication skills, both written and verbal, to positively influence key business partners and/or stakeholders, preferably with exposure in engagement across Southeast Asia region
• Posses Heart, Hunger, Honour and Humility
• Excellent business acumen, customer-centric, team and results-oriented. Able to take a broad, strategic perspective and deep dive to understand business needs and challenges and translating that into functional requirements needed
• Be motivated by innovation to achieve tangible business outcomes
• Strong team player with strong organization and stakeholder management skills and the ability to take ownership and deliver independently
• Outstanding interpersonal communication skills and strong leadership abilities
• Strong analytical, structured process-thinking, and problem-solving skills
• Possess initiative, drive and excellent attention to detail
• An advocate of effective documentation to promote consistency in processes, continuous reinforcement and iteration for process improvement
• Able to work under pressure with tight deadlines and/or multiple projects in a fast paced environment and at the same time come up with effective and efficient decision

Get to know Grab:

Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people. We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.

Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle. We recently launched our fintech platform – GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability. Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam. We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.

If you share our vision of driving South East Asia forward, apply to join our team today.

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