Head, CE Service Excellence & Optimisation (Financial)

The leading ride-hailing and mobile payments platform in Southeast Asia. Lead multiple process improvement projects with direct contact with senior executives in the organization. Participate in the shaping, deployment and implementation of an enterprise-wide Lean Sigma Continuous Improvement program. Facilitate quality and change management processes Identify customer needs and key drivers to reach customer satisfaction goals with financial benefit. Perform business process mapping & analysis Serve as a the principal adviser for Grab for all departments within this growing organization. Partner with the leadership team to select improvement areas and build a robust improvement strategy, integrate recommendations with other programs and initiatives. Work with Product Manager to identify product edge cases/unhappy paths Work with Product Manger to define enhancements needed to existing support tools and systems, to enable customer support and operations teams to handle exceptions/edge cases Work with Product Marketing Manager to define support content to be included in in-app Help Centre Work with Program Manager to define operations readiness timelines and have alignment to the larger program team in terms of GTM / Product rollout activities Work with Program Manager to update on operations status progress and be on point to flag out potential risks/issues that will impede the product delivery timelines Develop clear SOPs/process maps and escalation paths for exceptions/edge cases identified Manage development of training content for internal knowledge management platforms used by our customer support and operations teams Train and equip customer support and operations team with product knowledge to enable them to handle exceptions Track and monitor support requests received from customers, and report these to product/marketing teams on a regular basis