Manager, Portfolio and Projects

Get to Know the Team

The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

You will be the country's central PMO lead, managing business request intake, demand prioritization, and operational understanding. You will run the Plans & Priorities PMO. You will oversee a dynamic portfolio of projects, including short-to-medium-term projects aimed at operational optimization, cost efficiency, customer satisfaction enhancement, and digital migration. Working with the Planning & Insight Head , you will evaluate incoming business requests, manages resource capacity, and maintain high-level governance across all active projects.

The Critical Tasks You Will Perform

1. Strategic Business Intake & Triage

• Be the primary decision-maker and gatekeeper for all incoming project requests from local Business Units and functional stakeholders.
• Evaluate project proposals for operational feasibility, strategic alignment, return on investment, capacity impact, and risk before approving and scheduling them onto the country roadmap.
• Negotiate with business unit leaders to defer, re-scope, or reject projects when you constrain operational capacity or frontline bandwidth.
2. Portfolio Governance & PMO Execution

• Manage end-to-end PMO governance for the country's tactical operational projects (including volume optimization, process simplification, customer sentiment improvement, and channel efficiency initiatives).
• Establish project management standards, milestone expectations, risk management frameworks, and accountability structures across cross-functional delivery teams.
3. Capacity Management & OKR Ownership

• Oversee organizational bandwidth and operational capacity across in-house and BPO teams to prevent operational bottlenecks and burn-out.
• Monitor and report portfolio-wide OKR impact—ensuring active projects collectively hit key operational efficiency, cost management, service level, and satisfaction targets.
4. Leadership & Team Management

• Directly mentor the Prioritization & Intake Lead, delegating operational tracking, meeting logistics, and intake documentation.
• Maintain close operational alignment with the Head, Planning & Business Insight to ensure short-term tactical projects complement multi-year strategic transformation roadmaps and regional tech deployments.

Function: Customer Service
Experience Level: Mid-Senior Level