Manager, Driver Core Operations

Get to Know the TeamThe Driver Core Operations team ensures Grab's driver operations run reliably and at scale across Malaysia. We manage the end-to-end operational lifecycle- from onboarding and support to payments and quality assurance - working with our Driver COE, BPO partners, Product, Finance, and Marketplace teams.Our mission is to build systems and processes that that help drivers join quickly, receive timely support, get paid accurately, and enjoy a consistent experience throughout their journey with Grab.

Get to Know the RoleWe are looking for an experienced operations leader to lead Driver Core Operations in Malaysia. You'll oversee driver onboarding, support, payments and quality assurance, ensuring operations meet business, compliance and service standards.You'll lead a centralised operations team and work with partners to improve performance, strengthen governance, and lead scalable process improvements.This role is ideal for someone who enjoys solving complex operational problems, leading teams, and delivering measurable business impact.

You will report to the Head of Operations and be based full-time at Malaysia's First Avenue Office.

What You'll Do

• Lead Driver Core Operations across onboarding, support, payments, and quality assurance while ensuring service quality and compliance.
• Own operational performance, including service levels, turnaround times, quality, productivity, and partner experience.
• Partner with Driver COE, BPO and other teams within Grab to strengthen governance and operational execution.
• Drive process improvements through automation, technology adoption, and process redesign to improve scalability and efficiency.
• Ensure operational readiness for new product launches, policy changes, and regulatory requirements.
• Develop a high-performing team while promoting a culture of accountability, collaboration and continuous improvement.

Function: Other
Experience Level: Mid-Senior Level