Manager, Portfolio and Projects

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 be the country's central PMO lead, managing business request intake, demand prioritization, and operational understanding. You will run the Plans & Priorities PMO. You will oversee a dynamic portfolio of projects, including short-to-medium-term projects aimed at operational optimization, cost efficiency, customer satisfaction enhancement, and digital migration. Working with the Planning & Insight Head , you will evaluate incoming business requests, manages resource capacity, and maintain high-level governance across all active projects. The Critical Tasks You Will Perform 1. Strategic Business Intake & Triage Be the primary decision-maker and gatekeeper for all incoming project requests from local Business Units and functional stakeholders. Evaluate project proposals for operational feasibility, strategic alignment, return on investment, capacity impact, and risk before approving and scheduling them onto the country roadmap. Negotiate with business unit leaders to defer, re-scope, or reject projects when you constrain operational capacity or frontline bandwidth. 2. Portfolio Governance & PMO Execution Manage end-to-end PMO governance for the country's tactical operational projects (including volume optimization, process simplification, customer sentiment improvement, and channel efficiency initiatives). Establish project management standards, milestone expectations, risk management frameworks, and accountability structures across cross-functional delivery teams. 3. Capacity Management & OKR Ownership Oversee organizational bandwidth and operational capacity across in-house and BPO teams to prevent operational bottlenecks and burn-out. Monitor and report portfolio-wide OKR impact—ensuring active projects collectively hit key operational efficiency, cost management, service level, and satisfaction targets. 4. Leadership & Team Management Directly mentor the Prioritization & Intake Lead , delegating operational tracking, meeting logistics, and intake documentation. Maintain close operational alignment with the Head, Planning & Business Insight to ensure short-term tactical projects complement multi-year strategic transformation roadmaps and regional tech deployments. What Essential Skills You Will Need 6–8 years of dedicated Program, or Portfolio Management experience within Contact Center Operations, Shared Services, or Tech Platforms (PMP or Lean Six Sigma certification will be an advatange). Demonstrated experience establishing business intake frameworks, prioritization scoring models, and PMO governance structures. 3+ years of experience with core contact center and support metrics (cost efficiency, Service level agreement management, quality standards, volume drivers, and self-service adoption). Advanced stakeholder management, negotiation, and direct team leadership skills. 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.