Assistant Manager, Regional Performance Management

📋 Description

• Define performance standards and indicators for Country by verticals, BPOs and Region
• Plan performance objectives with Regional Analytics team and Country teams
• Communicate and collaborate with Country teams and BPOs on performance
• Track performance results of countries, verticals and region
• Provide data insights using dashboards, reports, observations, regular rigors and audits
• Review performance outcomes through weekly, monthly and quarterly reviews

🎯 Requirements

• Bachelor's Degree in Business Administration; MBA or relevant advanced degree is an advantage
• 5+ years experience in contact centers, vendor management, or BPO setting
• Understanding of Contact Center Operations, Efficiency models, Key Performance Indicators
• Analytical capabilities, structured process thinking, strong aptitude for numbers
• Experience managing and negotiating contracts and service level agreements with vendors
• Experience supporting multi-country operations (Southeast Asian Region)

🎁 Benefits

• Term Life Insurance and comprehensive Medical Insurance
• GrabFlex benefits package
• Parental and Birthday leave
• Love-all-Serve-all (LASA) volunteering leave
• Grabber Assistance Programme
• FlexWork arrangements such as differentiated hours