Manager, Portfolio and Projects

About the role

You will serve as the central PMO lead for the Philippines, managing the intake and prioritization of business requests. This role involves overseeing a project portfolio focused on operational efficiency, cost management, and digital transformation to support the Grab Support team.

Key facts

What you'll do

• Act as the primary gatekeeper for project requests from local business units and stakeholders.
• Assess project proposals based on ROI, operational feasibility, risk, and capacity before adding them to the national roadmap.
• Negotiate with business leaders to adjust, delay, or decline projects that exceed operational bandwidth.
• Direct the end-to-end PMO governance for tactical projects, including process simplification and channel efficiency.
• Define project management standards, risk frameworks, and accountability structures for delivery teams.
• Monitor organizational capacity across internal and BPO teams to mitigate bottlenecks.
• Track portfolio-wide OKR performance, ensuring targets for service levels, cost, and satisfaction are met.
• Mentor the Prioritization and Intake Lead and coordinate with the Head of Planning and Business Insight.

Requirements

• 6 to 8 years of experience in program or portfolio management within tech platforms, shared services, or contact center operations.
• 3 years of experience managing contact center metrics, including SLAs, cost efficiency, quality standards, and self-service adoption.
• Proven ability to build business intake frameworks, prioritization models, and PMO governance.
• Strong negotiation, stakeholder management, and team leadership capabilities.

Nice to have

• PMP certification.
• Lean Six Sigma certification.

Skills & tools

• Program and Portfolio Management
• PMO Governance
• Stakeholder Management and Negotiation
• Capacity Planning
• Contact Center Metrics and Operations
• OKR Management

Practical notes

• Benefits include medical and term life insurance, plus the GrabFlex program for customized benefits.
• Leave entitlements include parental, birthday, and Love-all-Serve-all (LASA) volunteering leave.
• Access to the Grabber Assistance Programme for personal support.
• FlexWork arrangements available, including differentiated working hours.
• Grab is an equal opportunity employer committed to an inclusive workplace.