Workforce and Business Analytics Manager

Job Description:

Get to know the Team:

• From detangling complicated use cases to delighting our customers, the Grab Support (GS) team provides customer support and solutions to in-country business units for various verticals. We aim to out-serve our users and turn their not-so-good experience into a memorable and delightful one.

Get to know the Role:

Purpose of the position is to identify and implement process improvements and innovations in workforce and financial management for the department. This includes:

• Liaising with operations and internal team to identify and implement end to end efficiency gains
• Lead improvement projects
• Streamline financial budgeting processes and tracking thereafter

The day-to-day activities:

• Overall responsibility and accountability for the quality and timeliness of the data analysis, project deliveries, resource management, technical support for team members and communication of the progress to the Senior Leadership Team
• Providing support and advice to the Senior Leadership Team in the delivery of the organisation’s strategy and objectives
• Managing day-to-day operations including prioritisation, project assignment, project pipeline, workload management, and risk management
• Providing technical leadership and support to other team members through organised training sessions, ad hoc project advice and support on making technical decisions
• Building and maintaining strong relationships internally and externally in order to facilitate Analytics’ involvement with projects across all business areas and development of new analytical project opportunities
• Ensuring knowledge and experience is shared within the team and the wider business
• Driving the ideas generation for research and development work within the team
• Showing initiative in implementing improvements to products and processes within the business

The must haves:

• At least 5 years of data analytics experience
• High level of flexibility in working in a high-pressure working environment
• Fast on the feet - Demonstrated ability to problem solve in unfamiliar territory
• Commando - Able to work fast in small teams but with broad organizational reach
• Strong interpersonal skills and ability to influence across several organization levels and several cultures
• Bachelor degree with a strong academic track record
• Impact oriented and detail-oriented
• Advanced knowledge of analytical tools such as Tableau, PowerBI, Excel, and SQL querying on AWS/Azure data platform. Preferred knowledge of data programming (Python, R)
• Flair for numbers, strong analytical skills and structured process thinking, attentive to detail
• Visual person - Ability to use data visualization to summarize meaningful insights
• Structured head - Demonstrated understanding of business processes
• Familiar with Contact Center and Workforce Management function and tools is good to have
• Familiar with startup environment and understanding of dynamics between design, engineering, product, and customer service is a plus
• Experience in engaging across Asian markets and cultures
• Demonstrated project/program management

For further information, and to apply, please visit our website via the “Apply” button below.

Candidates must be resident in Malaysia, or have the right to work in Malaysia.