Senior Executive, Operations Excellence & Governance

Job description

Get to Know the Team The Platform Governance team at Grab is responsible for operationalising policies and closing the feedback loop between users and the platform. We convert platform policies into scalable, auditable workflows and ensuring those workflows are executed accurately. Our team is currently on a AI transformation journey, where ticket resolution is done autonomously. You will play a direct role in keeping that model honest and making our operations more efficient. You will report to Manager, Platform Quality & Experience; this role is based at 1 First Avenue. Get to Know the Role This is a hands-on role at the core of Grab's Operations team. You will own two critical functions: quality assurance of AI-generated outputs, and process improvement across the workflows. If you enjoy picking apart how things work and rebuilding them better, this role will suit you well. The Critical Tasks You Will Perform Execute a QA/QC audit framework for AI-generated ticket responses, evaluating accuracy, policy adherence, tone, and resolution quality against defined standards, using this to improve AI model. Map existing operational workflows end-to-end; identify bottlenecks, manual steps, and failure points; propose and implement more efficient and automated alternatives. Build and maintain process documentation (SOPs, decision trees, and workflow guides) that supports both human agents and the AI model. What Essential Skills You Will Need A minimum of 3 years' experience in operations, business process improvement, project management, quality assurance, or a related field. Strong analytical and process thinking: able to break down a process, spot what's broken, and design a fix that holds at scale. Familiarity with AI tools or automation platforms is a plus; intellectual curiosity about how AI works and where it fails is a must. Basic SQL is an advantage for pulling data to support QA findings and process diagnostics. Clear, structured written communication: you will produce documentation that both humans and AI systems depend on. 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.