Descrição
Job Description:
Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to know the team
The Risk Operations team is an established team responsible for making Grab a safe platform. We make an impact by creating trust and safety for our customers and merchants. Our team is made up of diverse perspectives and experiences of Grabbers from across the region. If you are looking for the work to solve real issues and build better products and services for our community, then you should join our team!
Get to know the role
Risk Operations team’s objective is to ensure a safe ecosystem for our customers and merchants, while controlling risk exposure. Our role is to protect Grab’s reputation as a trustworthy payment service provider. Workforce Management (WFM) has an important role to drive efficiencies in our operations.
The Day-to-Day Activities
- Prepares schedule for staff and manages changes to scheduling to ensure adequate daily resource coverage.
- Monitor staff attendance and schedule adherence.
- Prepare and present team performance data and reports
- Analyze the impact of volume, AHT and shrinkage by Line of Business (LOB) and make recommendations on staffing requirements
- Maintain operational forecast variance for resources planning and analysis of resources across the region.
- Conduct analysis on team productivities and independently create performance reports i.e. occupancy report, shrinkage, transactional costing, SLA, etc. for managers and team leads to better manage their teams.
- Communicate and collaborate with staff members, management, and People Operations.
- Perform any other related duties as required or assigned. e.g. providing analytical support for special projects
The Must-Haves
- Minimum of 2 years experience in Workforce Management.
- Ability to work independently, multi-task and meet deadlines
- Demonstrated strong analytical skills, with emphasis on forecasting.
- Analytical interpretation of data with high proficiency in Microsoft Excel/ Google Sheet.
The Nice-to-Haves [Not Mandatory
- Ability to organize information and have attention to detail and accurately follow processes.Preferred knowledge of analytical tools such as Tableau, Zendesk Explore, and SQL querying on data platforms.
- Knowledge in any Workforce Management Software is an advantage.
Our Commitment
We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.