Contact Center - Service Delivery Head

Get to Know the Team

The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

As the Service Delivery Head, you will be responsible for designing, governing, and leading end-to-end service delivery for multiple businesses of Grab. You will oversee operations in customer experience for both in-house and outsourced operations, ensuring that delivery models are future-ready, financially sustainable, and aligned with regional priorities.

The Critical Tasks You Will Perform

• Implement the operating model within the assigned vertical or business segment by introducing automation, outsourcing/insourcing, and new digital service solutions.
• Manage/ Monitor the budget spend for service delivery. .
• Return on investment optimization, and co-shape projects that drive operational efficiency.
• Implement governance frameworks, compliance, and risk controls for the vertical.
• Build and scale center of excellence model with the GS Support Country Leadership.
• Drive continuous improvement using Lean, Six Sigma, and best-in-class benchmarking.
• Ensure performance and service level agreement adherence for both BPO and In-house Operations.
• Promote standardization, scalability, and service quality across in-house and outsourced partners
• Manage escalations at country scale, ensuring customer-first decision-making.
• Lead service delivery Team Leaders and BPO partners towards a common and shared goal.
• Champion inclusion, collaboration, and talent mobility in the country.
• Be the face of the Vertical and the GS counterpart for internal customers such as Country Strategy and Vertical owners and Regional enablers.