Assistant Manager, Merchant Core Operations - Onboarding

Assistant Manager, Merchant Core Operations - Onboarding Team Operations Location Petaling Jaya, Malaysia Job Type Full-time The role at a glance Get to Know the TeamThe Merchant Core Operations team supports the merchant journey on Grab, from onboarding and activation through ongoing Merchant Support. We ensure merchant applications are processed accurately, merchants are activated within SLA, and quality standards are consistently maintained across both functions. Working closely with the Centre of Excellence (COE), Product, Commercial, and Compliance teams, we manage day-to-day operations while driving process improvements, product enhancements, and automation initiatives.You will report to the Manager, Merchant Core Operations. This role is based at 1 First Avenue, Bandar Utama.Get to Know the RoleThis role oversees the end-to-end Merchant Onboarding funnel, from application submission through successful activation. You will lead the onboarding team to ensure applications are processed accurately, SLAs are met, and merchants are activated smoothly.You will drive onboarding performance, quality assurance, product enhancements, process improvements, and automation initiatives such as OCR-enabled applications. This role requires a people-oriented and process-driven leader who can use data, Salesforce, and AI-enabled tools to improve efficiency and build a high-performing team.The Critical Tasks You Will PerformLead Onboarding Performance and Quality: Oversee the end-to-end onboarding funnel, ensuring SLA,, productivity, activation, and quality targets are consistently achieved with minimal errors and rework.Drive Product and Process Enhancements: Partner with Product and the Centre of Excellence to improve workflows, implement automation, reduce manual effort, and deliver solutions such as OCR-enabled applications.Manage Stakeholders: Work with Commercial, Legal, Compliance, Technology, Product, COE, and other stakeholders to resolve issues, manage escalations, and deliver sustainable operational improvements.Lead and Develop the Team: Set objectives, manage performance, coach team members, plan capacity, and foster a culture of accountability, collaboration, and continuous improvement. Read more Skills you need What Essential Skills You Will NeedOperational Performance and Quality: At least 5 years' experience in merchant operations, onboarding, sales operations, or process improvement, with experience managing SLA, quality, productivity, and activation targets.Product and Process Enhancement: Proven ability to design scalable processes, improve operational efficiency, implement automation, and use Salesforce, data, and AI-enabled tools to support decision-making.Stakeholder Management: Strong communication, collaboration, and problem-solving skills, with the ability to work effectively across Commercial, Legal, Compliance, Technology, Product, and COE teams.People Management: Proven experience managing and developing an operations team, including coaching, delegation, performance management, feedback, and capacity planning. Read more What we offer About Grab and Our WorkplaceGrab 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. Read more Life at Grab Life at GrabWe 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 leaveWe 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 hoursWhat We Stand For At GrabWe 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. Read more What’s it like to work at Grab? Play video 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. [Click to enlarge image] [Click to enlarge image] [Click to enlarge image] [Click to enlarge image] [Click to enlarge image] 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. “ ” 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. “ ” 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. “ ” 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.