Team
Operations
Location
Petaling Jaya, Malaysia
Job Type
Full-time
The role at a glance
Get to Know the Team The Driver Core Operations team ensures Grab's driver operations run reliably and at scale across Malaysia. We manage the end-to-end operational lifecycle- from onboarding and support to payments and quality assurance - working with our Driver COE, BPO partners, Product, Finance, and Marketplace teams.Our mission is to build systems and processes that that help drivers join quickly, receive timely support, get paid accurately, and enjoy a consistent experience throughout their journey with Grab.
Get to Know the Role We are looking for an experienced operations leader to lead Driver Core Operations in Malaysia. You'll oversee driver onboarding, support, payments and quality assurance, ensuring operations meet business, compliance and service standards.You 'll lead a centralised operations team and work with partners to improve performance, strengthen governance, and lead scalable process improvements.This role is ideal for someone who enjoys solving complex operational problems, leading teams, and delivering measurable business impact.
You will report to the Head of Operations and be based full-time at Malaysia's First Avenue Office.
Lead Driver Core Operations across onboarding, support, payments, and quality assurance while ensuring service quality and compliance.
Own operational performance, including service levels, turnaround times, quality, productivity, and partner experience.
Partner with Driver COE, BPO and other teams within Grab to strengthen governance and operational execution.
Drive process improvements through automation, technology adoption, and process redesign to improve scalability and efficiency.
Ensure operational readiness for new product launches, policy changes, and regulatory requirements.
Develop a high-performing team while promoting a culture of accountability, collaboration and continuous improvement.
Skills you need
What Essential Skills You Will Need
At least 7 years of experience in Operations, Strategy or Business Operations, with prior people management experience.
Experience leading large-scale operations and delivering measurable operational improvements.
Be able to translate data into actionable insights.
Experience driving process improvement and change management across evolving priorities
Experience working with operational metrics, dashboards and performance management frameworks.
Experience using automation and AI tools to improve productivity, decision-making or operational processes.
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.
Life at Grab
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 provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
What’s it like to work at Grab?
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View our location
For over a decade, Grab has seamlessly connected Malaysian people to a range of services—food, groceries, rides, and more. Take a tour and get to know this one-stop destination for making life more convenient for the local community.
Meet the Operations and Sales team
Our Operations and Sales teams are the dynamic duo decoding user behaviour – from our partners to our consumers! Discover innovative ways to get things done and ensure smooth operations for the millions of micro-entrepreneurs who use the Grab platform.
To succeed in Operations at Grab, we must immerse ourselves in the markets so that we can experience the pain points of our consumers and partners. For example, the traffic in Bangkok and Jakarta makes our driver-partners value a job not just based on the travel distance but how long the trip will take in traffic. This consideration plays a big part in how we design the pricing scheme for different services in the region. Only by sitting in the traffic yourselves can you feel the pain of our partners and empathise with them.
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Hong Khai Loh Lead Product Manager, Fulfilment – Dispatch
In my role, I am responsible for Grab Indonesia’s Help Centre articles. I provide information and solutions to troubleshoot any issues our passengers, merchant and driver-partners might have. I also deal with customer queries and remedy any specific issues end users might be experiencing. Dealing with people when they’re frustrated can be tricky – but I think customer service is the best place to learn about humanity and empathy and widen your perspective. It teaches you how to listen and understand people to find solutions – that’s why I love my job.
Meizer Assiry Senior Content Development Specialist
If I could sum up life at Grab, it would be flexible, evolutionary and life-changing. This is the place to live your life and learn the lessons that come with that – both inside and outside of work. Grab has evolved but it’s still like a start-up because we’re learning something new every day.
Pakamol Thuvanalin Assistant Manager, GrabMart and GrabExpress, Strategy Lead
The Application Process
What can you expect when you apply for a role at Grab? Here’s what our hiring process looks like.
Step 1: Apply.
We have a range of open roles from Marketing to Engineering and everything in between. Find the one that’s best for you and show us why you’re our next teammate.
Step 2: Getting to know you.
Next, you’ll have a video or phone interview with one of our recruiters to chat about you, the role, and your past work experiences.
Step 3: Testing, testing… 123.
Some roles might require assessments and/or a technical competency interview. For other roles, there might be an additional interview – speak with your recruiter for application details.
Step 4: Is it a culture match?
Finally, we’ll find out how we fit together, if your career vision aligns with our mission, how you embody the 4 H's, and your working style and personality.
Grab a spot in our talent community
Interested in what’s next at Grab? Join our talent community to get early access to opportunities and updates on our teams, work, and culture. Join now
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Apply on Grab Holdings’s careers page