Head of CX Operations Excellence

📋 Description

• Define regional strategy for WFM, Vendor, and Performance to scale.
• Establish regional standards and governance for consistency.
• Advise senior leaders on operating models and AI/automation opportunities.
• Champion continuous improvement using data, benchmarks, and feedback.
• Own the regional roadmap for workforce, vendor, processes, and performance.

🎯 Requirements

• 15+ years in customer support or operations with 5+ years in leadership.
• Proven record leading large-scale ops transformations (WFM, BPO, quality).
• Deep expertise in WFM, Vendor Management, and Process Excellence.
• Experience leading multi-geography teams (SEA) with local flexibility.
• Experience scaling ops frameworks for rapid growth.
• Strong analytics; BI tools Tableau/Looker/Power BI.

🎁 Benefits

• Life insurance and medical insurance.
• GrabFlex benefits package.
• Parental and birthday leave; LASA volunteering leave.
• Grabber Assistance Programme.
• FlexWork with differentiated hours.