Senior Analyst, Business Operations
Get to know the Role:
We are seeking a dynamic and results-driven Operations Specialist with a keen focus on data, analytics and process improvement. In this role, you will be part of the team responsible for attracting, recruiting, and onboarding new drivers in the Grab/ MoveIt platform. This position requires someone who is excellent at designing and executing projects, keen on finding the right processes, tools and technologies to make the work measurable and efficient to further improve the acquisition and onboarding experience.
The individual must have the ability to program through multiple languages, think strategically, problem solve effectively, as well as the grit and attention to detail to deep dive into certain topics as required. The right candidate should be innovative and can effectively implement various solutions that help cater to the business need for optimization. You will have the opportunity to standardize workflows, scale operations and become part of actively growing the rider-base and business of MoveIt.
You will collaborate closely with onground ops team, driver marketing teams, marketplace teams for cross-functional projects.
The day-to-day activities include:
- Project Management and Documentation
- Support in assessing the feasibility and requirements of projects
- Jointly develop project plans related to design, execution and control stages of the project
- Executes in/external projects (including adhoc activities) through a structured and collaborative approach; according to agreed requirements while ensuring flexibility to adapt to in/external factors.
- Escalate and resolve roadblocks when needed to deliver outcomes in a timely manner
- Maintain thorough documentation of processes, procedures, and changes. Ensure all documentation is up-to-date and accessible.
- Develop training materials and conduct workshops to educate employees on new processes and best practices. Provide ongoing support and guidance as needed.
- Cross-functional and cross-vertical collaboration:
- Work closely with department heads, team members, and stakeholders to gather requirements, understand challenges, and gain support for process improvements.
- Support designing solutions to complex business problems and gather requirements from relevant partners (direct and indirect stakeholders).
- Foster and strengthen a culture of cross-functional and cross-vertical collaboration on project planning, execution and feedback loops.
- Understand the needs of the business and the design of the software applications being utilized within the company
- Automation of Manual Processes:
- Design and develop software solutions in support of automation software, and serve as a technical resource for the automation team
- Design, develop, test, and deploy software engineering solutions
- Determine and Utilize the right software application to optimize manual work
- Manage automation software development projects, develop and maintain automation software standards, and gather business requirements, perform feasibility studies, and prototype solutions.
- Assist with the creation of automation prototypes.
- Data Analytics:
- Utilize data analysis techniques to identify trends, root causes of issues, and measure the impact of process changes.
- Create dashboards to be able to measure acquisition funnel and onboarding initiatives
- Analyze data to come up with data-driven solutions and improvements in ops processes
- Support in performing analyses to enable data-driven decision making
- Process Improvement:
- Evaluate existing processes, identify areas for improvement, and analyze performance metrics to understand current inefficiencies and opportunities.
- Apply data insights to develop and propose strategies to enhance processes, increase productivity, and improve quality of acquisition efforts and onboarding processes. Implement process changes and track their effectiveness.
- Lead and manage process improvement projects from inception to completion, ensuring projects are delivered on time, within scope, and within budget.
- Integrate measurement mechanisms to processes for easier data management and monitoring
- Foster a culture of continuous improvement by staying informed about industry trends, best practices, and new technologies. Promote innovative thinking and problem-solving.
- Minimum of a Bachelor's Degree in manufacturing engineering, industrial engineering, electrical engineering, mechanical engineering or similar field
- 2+ years of experience in automation or data analytics
- 2+ years of experience with supply chain, project management, or process improvement
- Proficiency in Power BI, SQL, and Python
- Proficiency in Microsoft Office and Google Sheet
- Solid understanding of computer programming and software development
- Ability to troubleshoot and perform system tests
- Strong leadership and innovative problem-solving skills
- Excellent organizational skills and attention to detail
- Creative thinking skills
- Excellent verbal and written communication skills
- Strong analytical skills
- Excellent communication and interpersonal skills.
- Ability to work independently and meet recruitment targets.
- Ability to keep up with the latest technologies
- A desire to continually upgrade technical knowledge
- Must be knowledgeable about transport, cars and the automotive and transport industry
- Excellent written and verbal communication skills. Fluent in speaking, writing in both Filipino and English language
- Attention to detail and accuracy. Problem analysis and problem-solving skills.
- Excellent time management skills. Proactive and self-starters, and has a high degree of personal responsibility. Enjoy working as part of a team.
- Comfortable multi-tasking as a key player on a variety of projects (if necessary.)
- Handle themselves in a pleasant, personable manner (in-person, phone, and email.)
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.
Get to know our Team:
- The Grab Driver Acquisition and Onboarding Department is responsible for onboarding and recruiting new driver and rider-partners in the platform. This team designs, creates and owns the processes to ensure smooth driver/ rider application experience in the driver onboarding journey and ensure that new riders are set up for success. This team is also responsible for attracting and recruiting new drivers to join Grab and MoveIt via leveraging various channels, campaigns, and avenues to reach potential target audience to join the growing rider base of Grab and MoveIt. You will get a chance to work directly with progressive thinkers with various teams -- operations, marketplace, marketing departments, training, safety, and driver communities to help shape the driver's early lifecycle journey.
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.
Meet the Operations and Sales team
Our Operations and Sales teams are the dynamic duo decoding user behaviour – from our partners to our consumers! Discover innovative ways to get things done and ensure smooth operations for the millions of micro-entrepreneurs who use the Grab platform.
To succeed in Operations at Grab, we must immerse ourselves in the markets so that we can experience the pain points of our consumers and partners. For example, the traffic in Bangkok and Jakarta makes our driver-partners value a job not just based on the travel distance but how long the trip will take in traffic. This consideration plays a big part in how we design the pricing scheme for different services in the region. Only by sitting in the traffic yourselves can you feel the pain of our partners and empathise with them.
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In my role, I am responsible for Grab Indonesia’s Help Centre articles. I provide information and solutions to troubleshoot any issues our passengers, merchant and driver-partners might have. I also deal with customer queries and remedy any specific issues end users might be experiencing. Dealing with people when they’re frustrated can be tricky – but I think customer service is the best place to learn about humanity and empathy and widen your perspective. It teaches you how to listen and understand people to find solutions – that’s why I love my job.
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If I could sum up life at Grab, it would be flexible, evolutionary and life-changing. This is the place to live your life and learn the lessons that come with that – both inside and outside of work. Grab has evolved but it’s still like a start-up because we’re learning something new every day.
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The Application Process
What can you expect when you apply for a role at Grab? Here’s what our hiring process looks like.
Step 1: Apply.
We have a range of open roles from Marketing to Engineering and everything in between. Find the one that’s best for you and show us why you’re our next teammate.
Step 2: Getting to know you.
Next, you’ll have a video or phone interview with one of our recruiters to chat about you, the role, and your past work experiences.
Step 3: Testing, testing… 123.
Some roles might require assessments and/or a technical competency interview. For other roles, there might be an additional interview – speak with your recruiter for application details.
Step 4: Is it a culture match?
Finally, we’ll find out how we fit together, if your career vision aligns with our mission, how you embody the 4 H's, and your working style and personality.
