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Team Lead, Centre Operations

apartmentGrab placeSingapore scheduleFull-time calendar_month 

Get to Know the Role

Operational Leadership
  • Oversee daily Centre Operations; ensure efficient, high-quality support.
  • Review E2E consumer journey/feedback; implement improvements.
  • Manage and resolve escalations.
  • Act as primary liaison with Grab stakeholders; relay partner‑escalation feedback.
Performance Management
  • Monitor, analyze, and report team OKRs (e.g. waiting/handling times, CSAT); provide feedback and drive improvements.
  • Train and assess teams on the latest Grab products, services, and policies.
  • Run regular team meetings, coaching, and performance reviews to reinforce a partner‑centric culture.
  • Manage vendors (BPOs) to meet Service level agreements, scale capacity, and uphold quality standards.
  • Oversee and maintain process documentation and training materials (regular reviews/updates).
Process Improvement and Automation
  • Map/redesign processes to eliminate manual steps and bottlenecks through automation.
  • Improve adoption of digital/automated tools; ensure smooth transition and high proficiency.
  • Explore AI use cases to enhance service delivery and operational efficiency.

This role reports to the Manager, Platform Operations, onsite at our Tampines office.

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