Assistant Manager, Merchant Core Operations - Onboarding

Responsibilities

• The Critical Tasks You Will Perform Lead Onboarding Performance and Quality: Oversee the end-to-end onboarding funnel, ensuring SLA,, productivity, activation, and quality targets are consistently achieved with minimal errors and rework.
• Partner with Product and the Centre of Excellence to improve workflows, implement automation, reduce manual effort, and deliver solutions such as OCR-enabled applications.
• Work with Commercial, Legal, Compliance, Technology, Product, COE, and other stakeholders to resolve issues, manage escalations, and deliver sustainable operational improvements.

Lead and Develop the Team

Set objectives, manage performance, coach team members, plan capacity, and foster a culture of accountability, collaboration, and continuous improvement.

What Essential

Skills You Will Need Operational Performance and Quality: At least 5 years' experience in merchant operations, onboarding, sales operations, or process improvement, with experience managing SLA, quality, productivity, and activation targets.

Product and Process Enhancement

Proven ability to design scalable processes, improve operational efficiency, implement automation, and use Salesforce, data, and AI-enabled tools to support decision-making.

Stakeholder Management

Strong communication, collaboration, and problem-solving skills, with the ability to work effectively across Commercial, Legal, Compliance, Technology, Product, and COE teams.

People Management

Proven experience managing and developing an operations team, including coaching, delegation, performance management, feedback, and capacity planning.

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.