Manager, Driver Core Operations

Job description

Get to Know the Team The Driver Core Operations team ensures Grab's driver operations run reliably and at scale across Malaysia. We manage the end-to-end operational lifecycle- from onboarding and support to payments and quality assurance - working with our Driver COE, BPO partners, Product, Finance, and Marketplace teams.Our mission is to build systems and processes that that help drivers join quickly, receive timely support, get paid accurately, and enjoy a consistent experience throughout their journey with Grab. Get to Know the Role We are looking for an experienced operations leader to lead Driver Core Operations in Malaysia. You'll oversee driver onboarding, support, payments and quality assurance, ensuring operations meet business, compliance and service 'll lead a centralised operations team and work with partners to improve performance, strengthen governance, and lead scalable process improvements.This role is ideal for someone who enjoys solving complex operational problems, leading teams, and delivering measurable business impact. You will report to the Head of Operations and be based full-time at Malaysia's First Avenue Office. What You'll Do Lead Driver Core Operations across onboarding, support, payments, and quality assurance while ensuring service quality and compliance. Own operational performance, including service levels, turnaround times, quality, productivity, and partner experience. Partner with Driver COE, BPO and other teams within Grab to strengthen governance and operational execution. Drive process improvements through automation, technology adoption, and process redesign to improve scalability and efficiency. Ensure operational readiness for new product launches, policy changes, and regulatory requirements. Develop a high-performing team while promoting a culture of accountability, collaboration and continuous improvement. What Essential Skills You Will Need At least 7 years of experience in Operations, Strategy or Business Operations, with prior people management experience. Experience leading large-scale operations and delivering measurable operational improvements. Be able to translate data into actionable insights. Experience driving process improvement and change management across evolving priorities Experience working with operational metrics, dashboards and performance management frameworks. Experience using automation and AI tools to improve productivity, decision-making or operational processes. 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. 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.