Head, Business Process Transformation
Core
Lead multi-year business process re-engineering, SOP standardization, and operating model evolution for customer support functions across Southeast Asia.
Role type
Senior IC Head of Business Process Transformation
Builds
Standardized end-to-end workflows, governance frameworks, and future-state operating models for Grab's support ecosystem.
Domain
Customer Support Operations / Business Process Management / Digital Transformation
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Business Process Re-engineering (BPR), End-to-End (E2E) process mapping, SOP governance, Cross-border process harmonization, Organizational change management, Lean/Six Sigma, Target Operating Model (TOM) design, Stakeholder management, Go-to-market strategy, AI/Automation integration
Preferred skills
Experience with high-volume contact centers, Large-scale operations transformation, CRM/ERP rollouts, Regional product alignment
Technologies
Lean, Six Sigma, CRM, ERP, AI agents, Workflow automation tools
Responsibilities
Lead process discovery and redesign across customer support verticals; Establish standardized SOPs and decision frameworks; Drive country-level business readiness and change adoption; Partner with Product and Engineering to align business requirements with system capabilities; Define post-deployment operating models and role profiles; Monitor process performance metrics and iterate workflows.
Seniority
Senior, hands-on IC with strategic leadership scope