Head, Business Process Transformation

About the role

You will spearhead the strategy and execution of large-scale process re-engineering initiatives for our customer support operations. This role focuses on harmonizing workflows, driving enterprise-wide transformation, and ensuring our regional operating models align with product capabilities.

Key facts

What you'll do

• Design and standardize SOPs and decision frameworks across all customer support verticals while accounting for local regulations.
• Map current operational pain points and develop future-state workflows to reduce complexity and improve cost efficiency.
• Manage the business transformation charter by aligning country-level operations with regional product and engineering roadmaps.
• Partner with technical teams to integrate AI, automation, and intelligent routing into standard support processes.
• Direct change management efforts, including training, communication, and pilot programs, to ensure new tools and processes are adopted across internal and BPO teams.
• Create governance models for process ownership and monitor performance metrics to drive continuous improvement.

Requirements

• 10 to 15 years of leadership experience in business process re-engineering, large-scale operations transformation, or enterprise tech implementation within high-volume contact centers or tech companies.
• Demonstrated success in mapping end-to-end processes and harmonizing workflows across international, matrixed environments.
• Experience managing organizational change and go-to-market strategies for major CRM, ERP, or software deployments.
• Strong executive presence with the ability to influence cross-functional stakeholders including engineering, product, and country leadership.
• Advanced proficiency in Lean, Six Sigma, and Target Operating Model design.

Skills & tools

• Business Process Re-engineering (BPR)
• Lean and Six Sigma methodologies
• Target Operating Model (TOM) design
• Change management and business readiness frameworks
• CRM and ERP implementation strategy
• AI and workflow automation integration

Practical notes

• Benefits include term life insurance, comprehensive medical insurance, and the GrabFlex program for personalized benefits.
• Leave policies include parental leave, birthday leave, and volunteering leave.
• Access to the confidential Grabber Assistance Programme.
• FlexWork arrangements are available, including differentiated working hours.
• Grab is an equal opportunity employer committed to inclusive hiring practices.