Assistant Manager, Performance Management & Analytics (Customer Service) at Kudo

Petaling Jaya, Selangor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytics, Business Intelligence, Management Consulting, Strategy, SQL, Python, R, Problem-Solving, Stakeholder Management, Collaboration

Industry

Software Development

Description

Company Description About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility. Job Description Get to Know the Team The Grab Support (GS) team plays a pivotal role in delivering exceptional customer support and solutions to our in-country business units across multiple verticals. From unraveling complex use cases to creating delightful customer experiences, our mission is to exceed expectations and transform less-than-ideal moments into memorable ones. Within GS, the Operational Excellence team drives performance by upholding the highest operational standards and ensuring the achievement of all key objectives and results (OKRs). Get to Know the Role You will report directly to the Head of Operational Excellence, playing a key role in supporting the Performance Management Team by facilitating sessions and delivering insightful presentations on performance metrics for the Grab Regional team. In addition to driving discussions on operational performance, you will coordinate cross-functional strategic initiatives, ensuring alignment across teams and contributing to the successful execution of organizational goals. You will provide a unique opportunity to collaborate with senior executives, participating in high-level strategy development and brainstorming to shape the future direction of the organization. You will report into the Head of Operational Excellence and and be based in Petaling Jaya, working onsite. The Critical Tasks You Will Perform You will support planning and analysis of high-impact strategic plans, including conducting research and data analysis, identifying issues and solutions, and advising on practical implementation. You will provide executional and project management support for strategic plans and support strategic discussions with external partners. You will update senior management across multiple businesses on OKRS. You will deep dive into Net Promoter Score data and provide findings to Senior Management. You will update incentive plans for our agents and ensuring timely submission of data to all stakeholders. Qualifications What Essential Skills You Will Need You have academic background with a degree in Finance, Business, Economics, or Management. You have 4 years of experience in Analytics, Business Intelligence, Management Consulting, or Strategy roles, preferably within the tech industry. Proficiency in SQL, with a foundational understanding of Python or R. Demonstrated problem-solving expertise, coupled with strong stakeholder management skills and the ability to effectively collaborate across all organizational levels. Additional Information Life at Grab We care about your well-being at Grab, here are some of the global benefits we offer: We have your back with Term Life Insurance and comprehensive Medical Insurance. With GrabFlex, create a benefits package that suits your needs and aspirations. Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges. Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours 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.

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Responsibilities

Support planning and analysis of high-impact strategic plans and conduct research and data analysis. Provide executional and project management support for strategic plans and update senior management on OKRs.