Baru Grab Driver Centre Operations Manager

Date Posted: Posted5 hari yang lalu
Salary:
Jakarta
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Job Description

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 our Team:
Dynamic team who provide you the environment to grow and better career
Get to know the Role:
Manage for day-to- day Grab Driver Centre Operation, and assisting GDC Manager with managerial and administrative functions. To achieve satisfactory Partners and Consumers experience during visit to Grab Driver Centre.

The day-to-day activities:
  • The Area Manager plans and direct the day to day operations of Grab Driver Centre (GDC) in His/Her Area.
  • Achieve GDC OKRs, such as : Target Average Handling Time (AHT), Average Waiting Time (AWT), Customer Satisfaction (CSAT), Dissatisfaction score (DSAT), Online quiz and another OKR required.
  • Ensuring high levels of Consumers satisfaction through excellent service.
  • Monitor quality performance and Service Level Agreement (SLA).
  • Drive Sales and revenue target (daily, weekly, monthly), i.e GrabKios Acquisition, Mitra Premium Acquisition, GrabKios Transaction, GrabKios Revenue, etc. And create a program to increase sales and revenue.
  • Maintain First Call Resolution (FCR) for all GDC transactions.
  • Maintain high GDC standards and conditions and foster a positive environment.
  • Maintain knowledge of all Team members related by functions, cross functions to ensure all Team members can deliver good service to Partners and Consumers.
  • Briefing Team on current goals, projects, promotions and other relevant information.
  • Provide and analyze Daily, Weekly and Monthly reports regarding operations and productivity.
  • Formulates recommendations and provides feedback to management regarding operational policies and procedures.
  • Evaluating team performance, motivating, mentoring and providing feedback to team member
  • Managing and analyzing the security and safety policies procedures and alerts team of any changes
  • Maintain control over audit procedures to ensure compliance with control including fraud issues, etc. If weaknesses are identified, report them to direct Manager.
  • Hold responsibility for Grab tools and systems.
  • Resolves Partners and Consumers problems and Team member complaints as needed.
  • Performs other various duties as assigned : Virtual GDC, GDC Online, etc.
  • Collaborate & Alignment with all stakeholders to support business : 2W, 4W, GrabKios, BD, PE, IT, Finance, Legal and other related Department.
  • Forecast headcount and develop recruiting strategy to provide best team in His/Her area. Including provide interview to new team member.
  • Responsible & monitor related administrative functions : Reconciliation Lost & Found, Cash Advance, Rental Office, Electricity Bills, etc.
The Must-Haves:
  • Graduated S1 from any major
  • Minimum 3-5 years experiences as Operational Manager / Asst. Manager from Banking Industry, Financial, etc related with face to face interaction or services with Customers
  • Excellent verbal and written communication skills
  • Fluent in English
  • Strong Customer Service Skills
  • Managerial Skills
  • Sales Skills
  • Computer Skills : Microsoft Excell, Power Point
  • Results Driven Attitude
  • Attention to Detail
  • Ability to motivate Team members
  • Ability to supervise multi-functional tasks
  • Ability to handle confidential /sensitive information in a professional manner
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.
About Grab Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries. Join us today to drive Southeast Asia forward, together.

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Job Detail

  • Job Id
    de89446901b9396a
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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