About Grab and our workplace

Grab is Southeast Asia’s leading superapp. We are dedicated to improving the lives of millions of users across the region by providing them everyday services such as deliveries, mobility, financial services, enterprise services and others. More than that, we provide the opportunity for them to have a better life. And that aspiration starts inside Grab because we believe in a seamless blend of work and home life, making every aspect of life better for all.

Guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles—the 4Hs: Heart, Hunger, Honour and Humility—we work to create economic empowerment for the people of Southeast Asia. With our unwavering commitment to our values, we believe that we're more than a service provider; we're agents of positive change.

Get to know the Role:

We are looking for an energetic and resourceful high-achiever to lead the merchant operations’ core team. This team is the backbone of the GrabFood business. It is responsible for onboarding delivery merchant-partners, training them, managing their information (menu, photos, etc.), and keeping them up to date on new features. As the team lead, your responsibilities will include:

• Ensuring that each function (onboarding, content management, quality control, communications) performs their tasks with high quality standards and in a timely manner;
• Identify productivity improvement opportunities (optimising SOPs and introducing automation) and lead initiatives to deliver productivity improvements.

The day-to-day activities: 

Onboarding:

• Ensure fast merchant-partner onboarding by monitoring pipeline performance and guiding team members to move merchant-partners along the onboarding stages effectively.
• Continuously optimise the use of onboarding tools (Salesforce, Google Sheets, etc) to increase pipeline conversion rates and onboarding speed.
• Foster effective collaboration between the Onboarding Team and the Commercial Team to ensure rapid problem-solving and high content accuracy.

Content:

• Ensure that the content team processes tasks in a timely and accurate manner.
• Lead change management in content processes: develop and optimize SOPs, workflows, standards, systems and best practices for content publishing and content lifecycle management.

Quality Control

• Ensure that the quality control team meets the daily content review targets.
• Cultivate a strong auditor mindset in the team, with high attention to detail and solid critical thinking.
• Adjust the team’s SOPs and targets as needed, to constantly be in line with the business’ strategic priorities.

Communications

• Ensure that the communications team maintains high-quality, relevant, up-to-date and accurate educational contents in the Merchant Grab Academy.
• Establish and maintain effective communication channels, and ensure that the team produces engaging communications.
• Drive high adoption rate of self-serve tools by merchant-partners (menu editing, promo setup, ads setup, etc.).
• Act as final quality assurance for all materials, ensuring our contents and communications are accurate, consistent, and accessible to a wide range of literacy levels.

Other responsibilities:

• Collaborate effectively with key stakeholders (Commercial, Marketing, Marketplace, etc.) to ensure the Core Team’s resources are allocated appropriately and problems are solved fast.
• Collaborate with regional tech teams to build solutions enhancing the team’s productivity, and to roll out new features for the Merchant App.
• Collaborate in weekly meetings with the cross functions, preparing reports on the results onboarding, content update, content quality control, content communication, and education performance.
• Enhance the team’s quality standards, productivity and overall performance through coaching, delegating effectively, promoting problem solving, and upskilling.
• Set clear team goals and deadlines, and motivate and empower the team to meet them.
• Foster an inspiring team environment with an open communication culture.
• Maintain a warm, professional relationship with merchant-partners by maintaining high satisfaction at every touch point.
• Develop and maintain a solid understanding of all products and services Grab offers.

Essential Skills and Experience:

• At least 2 years of experience in content management or a related field
• At least 2 years of experience leading a team in content management or a related field
• Bachelor degree in a field providing strong foundational knowledge for the role, for example engineering, business and management, or computer science and information systems
• Strong problem-solving and project management skills
• Energetic, detail oriented, enthusiastic and calm even in very dynamic and fast-paced working conditions
• Experience in the F&B industry is an advantage
• Able to maintain high quality standards and keep outserving partners while working under pressure
• Strong analytical, interpersonal, written, and verbal skills
• Fluent in both English and Khmer. Chinese is a plus
• Advanced in Microsoft Office and intermediate SQL scripting experience

Benefits at Grab:

We care deeply about your well-being and are committed to supporting you every step of the way. Here are some of the global benefits we offer:

• Protect and provide for your loved ones with peace of mind, knowing we have your back with Term Life Insurance and comprehensive Medical Insurance.
• Craft a benefits package that suits your unique needs and aspirations with GrabFlex, because we believe in empowering you to thrive.
• Embrace the magic of new life and create lasting memories with your family through Maternity and Paternity Leave.
• Life can be overwhelming, but you're never alone. Our confidential Grabber Assistance Programme is here to guide and uplift you and your loved ones through life's challenges.
• Your well-being is our priority. Benefit from our holistic well-being initiatives through Wellbeing@Grab, including health programmes, informative webinars, and vibrant carnivals.
• Achieve a harmonious work-life balance with our FlexWork arrangements, allowing you to adapt and thrive in your personal and professional life.

We’ve got many different benefits hyper localised in each country. Speak to your recruiter during your interview to find out more.

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. If you require accommodations to fully participate in the recruitment process, you are encouraged to include your request(s) when applying.

We deliver the greatest impact and ideas when we bring together diverse perspectives. It is what enables us to spread opportunities to Grabbers and our partners. It’s not a box-ticking exercise; it’s who we are.