Assistant Manager, Driver Operations

Company Description

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.

Job Description

The Driver Operations team plays a pivotal role in Grab's ecosystem, ensuring the seamless integration and management of driver-partners across transport (TNVS, Taxi, Moto) and deliveries (GrabFood, GrabMart, GrabExpress). This team focuses on two primary pillars:

• Driver Acquisition and Maintenance – Ensuring a steady supply of high-quality driver-partners through targeted recruitment strategies.
• Driver Engagement – Fostering strong relationships with driver-partners to enhance retention, satisfaction, and compliance.

As part of this team, you will oversee both acquisition and engagement efforts in North Mindanao, including supporting to oversee our Grab Driver Center (GDC).

Get To Know The Role

As Assistant Manager, Driver Operations, you will be responsible for driving the growth, engagement, and operational excellence of Grab's driver-partner community in North Mindanao. Your role will be instrumental in ensuring a strong relationship between Grab and its driver-partners, improving retention, and optimizing performance.

The Critical Tasks You will Perform

Driver Acquisition & Onboarding

• Develop and execute localized recruitment strategies to ensure a steady pipeline of driver-partners for transport and delivery services.
• Oversee end-to-end onboarding processes, including document verification, training, and platform activation.
• Identify new acquisition channels and collaborate with central and other regional teams to optimize outreach efforts and learn best practices.
• Work closely with GDC staff to streamline processes and improve efficiency.

Driver Engagement & Retention

• Build and maintain strong relationships with driver-partners through community engagement initiatives.
• Act as the primary voice and advocate for driver-partners, ensuring their concerns and feedback are addressed effectively.
• Develop driver incentive programs and engagement campaigns to enhance retention and platform loyalty.
• Conduct regular field visits to interact with driver-partners and address operational challenges on the ground.

Operational Excellence & Driver Center Support

• Oversee day-to-day operations of driver centers, ensuring smooth processes for driver inquiries, onboarding, and issue resolution.
• Monitor key performance metrics, including acquisition targets, engagement levels, and operational KPIs.
• Work cross-functionally with internal teams (Product, Compliance, Safety, and Public Affairs) to ensure driver operations align with business objectives.
• Identify inefficiencies in driver support services and implement process improvements to enhance overall service quality.

Compliance & Risk Management

• Ensure all driver-partner activities comply with Grab's policies and local regulatory requirements.
• Monitor and mitigate risks related to fraudulent activities, ensuring adherence to platform standards.
• Collaborate with Public Affairs and Legal teams to address industry regulations affecting driver operations.

Qualifications

What Essential Skills You will Need

• Bachelor's degree in Business, Operations, Management, or a related field. A Master's degree is a plus.
• 5+ years of experience in Operations, Driver Management, Logistics, or a related field, preferably in a leadership role.
• Strong background in acquisition, onboarding, and driver community engagement.
• Excellent stakeholder management and leadership skills.
• Data-driven mindset with the ability to analyze trends, forecast challenges, and implement solutions.
• Proficiency in Microsoft Office and Google Workplace tools.
• Fluency in Tagalog and other local dialects is a plus.

Additional Information

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.

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.