Assistant Business Process Manager for CE SEO (Financials)

Assistant Business Process Manager for CE SEO (Financials)

GrabTaxi Pte Ltd
3-6 years
Not Specified

Job Description

Job Description :
Get to know our Team:

  • The Customer Experience - Service Excellence & Optimization (Financial) team is part of the Regional CE team focused on bringing superb customer experience for Grab's financial services across the region. CE SEO(Fin) works in close collaboration with Grab Financial Group (GFG) to deliver Grab's vision to build the bestmobile financial services platformfor the people of SEA.

  • The team has oversight of the finance related CE processes ranging from Payment services, Digital wallets, Lending, Insurance, Investments & Rewards.

Get to know the Role:

  • Directly reporting to Head of SEO (Financial) and be part of the team to support Grab Financials Group's new product launches and on-going process improvements and transformation across the region.

  • As the Regional business process specialist to primarily support financial verticals including but not limited to Insurance, Rewards, close loop merchant payment services, across all Grab countries.

  • As the liaison / PIC between Product teams and CE in-country Operations teams in defining SOPs, process mapping, resolution solutioning with the objectives of meeting qualitative and quantitative CE metrics.

  • Train and share market/industry best practices to CE operations teams

The day-to-day activities:

  • Support SEO (Financial) business process managers, country operations teams to review and improve existing CE financial processes including but not limited to Rewards, Insurance, close loop merchant payment services.

  • Formulate and map CE processes for new product launches, enhancements, process automation, or channel optimization projects.

  • Identify existing process gaps as surfaced from escalations, investigations drive root cause analyses, propose risk-mitigating measures and actions tracking.

  • Quality check and audit operations to ensure adherence to SOPs and to be the consultant for any exceptional cases or deviations.

  • Work directly and closely with Country Operations leads, CE regional functional teams, Product owners on a day to day basis.

  • Provide regular data analytics, project/issue reports to project teams and stakeholders as required

  • Collate, organize, and quality check product training materials in the CE knowledge base.

Qualifications & Experience:

  • Bachelor's Degree in Business Administration, business information systems or related disciplines.

  • >3 years experience in financial institutions, payments, cards, banks, e-wallets, acquirers in customer service or operation roles.

  • Regional experience in the financial industry across SEA markets is preferred.

  • Knowledge of the financial landscape across the SEA countries is preferred.

  • Strategic thinking and data analytic skills required.

  • Excellent communication and interpersonal skills.

  • Customer-centric and attention to detail.

  • A self-starter with the ability to multi-task.

  • A team player with the ability to drive and complete initiatives independently.

  • Proficiency in Microsoft PowerPoint, Excel, and Word.

Job Details

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