Head, Business Process Transformation

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 Standardization: Lead process discovery and redesign across customer support verticals, establishing standardized SOPs, decision frameworks, and routing logic across countries while balancing local regulatory requirements. Workflow Optimization: Analyze As-Is operational pain points and map future-state (To-Be) processes that simplify agent/customer touchpoints, reduce transaction complexity, and drive operational cost efficiencies. Governance Frameworks: Establish process ownership models, documentation standards, and change control mechanisms across all core support channels. 2. Strategic Lead for Enterprise Transformation Transformation Charter: Drive country-level business readiness, SOP harmonization, transaction complexity standardization, and Go-To-Market (GTM) execution. Product & Tech Alignment: Partner directly with Regional Product, Engineering, and Tech teams to translate business requirements into system capabilities—ensuring enterprise technology enables the future operating model rather than replicating legacy processes. Cross-Country Alignment: Serve as the strategic alignment lead between regional program leads and local support heads. 3. Operating Model & Future-State Evolution Operating Model Strategy: Define and execute the post-deployment operating model, including vertical process ownership, future role profiles, and responsibility matrices (R&R). AI & Automation Integration: Partner with tech teams to identify manual, repetitive, or high-friction tasks to recommend intelligent routing, workflow automation, and AI agent integration into standardized processes. 4. Business Readiness & Change Adoption Change Management: Lead business readiness frameworks across internal and BPO operations, ensuring new processes, toolsets, and SOPs are seamlessly embedded through training alignment, communication plans, and pilot programs. Post-Implementation Continuous Improvement: Establish feedback loops post-rollout to monitor adoption, quality adherence, and process performance metrics—iterating workflows based on business outcomes. What Essential Skills You Will Need 10–15 years of progressive leadership experience in Business Process Re-engineering (BPR), Enterprise Tech Implementations, Shared Services, or Large-Scale Operations Transformation within high-volume contact centers or tech platforms. Proven track record in mapping E2E processes (As-Is / To-Be), establishing SOP governance, and leading cross-border process harmonization across matrixed environments. Demonstrated ability to lead organizational change, business readiness, and go-to-market adoption strategies for major software, CRM, or ERP rollouts. Exceptional executive presence with experience managing complex, cross-functional stakeholders (Regional Product, Engineering, Operations, and Country Managing Directors). Advanced knowledge of Lean, Six Sigma, Target Operating Model (TOM) design, and continuous improvement frameworks. 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. 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.