As the Head of Service Excellence & Digital Operations at Grab, you will lead the effort to transform reactive support into proactive, efficient service, achieving optimization of workflows, ensuring process adherence through quality checks, equipping agents with training, and using AI and automation technologies.
Requirements
- 8 years of experience leading teams in a combination of business process, quality assurance, training, or digital transformation within a high-volume contact center environment
- Track record in driving process improvements using methodologies like Lean or Six Sigma
- Expertise in using support technologies (CRM, automation, AI/ML tools) to improve operational metrics
Benefits
- Term Life Insurance
- Comprehensive Medical Insurance
- Parental leave
- Birthday leave
- Love-all-Serve-all (LASA) volunteering leave
- FlexWork arrangements
To apply for this job please visit jobs.smartrecruiters.com.
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