Risk Ops Team Lead

Company 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.

Job Description

Get to know the team

The primary purpose is to support the growth and efficiency of GFG Risk Operations which include chargeback, fraud investigation & prevention and merchant & consumer onboarding due diligence. Using your influencing skills, together with data analysis and creativity in "getting stuff done", you will be able to drive through improvements and positively collaborate with country teams across the region.

Get to know the role

Expected to be familiar with daily operational metrics covering GrabFin business and related financial metrics. Successful candidates will be able to map these metrics to operational action plans for improvements, innovations or changes implemented for repeatable success.

Content areas covered include regional GrabFin strategy and project implementation, oversight of costs, budgets and investment areas, support with management reporting and organization design.

Building a strong and efficient operations team.

The Day-to-Day Activities

1. Team Management

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Responsible for implementing policies and procedures within the organization's operational risk management framework.
• Get alignment from stakeholders, lead effective change communications for decisions across teams.
• Ensure the teams are aligned with department and company objectives and drive the teams to the direction at the same time.
• Able to strategize future growth of the broader business.

2. Target Management

• Set objectives and key results (OKR) targets based on business direction and obtain buy-in from management.
• Provide clarity to teams and give guidance to maintain high-quality work and ensure decisions align with company objectives with clear quality standards.
• Monitor team performance and report on metrics.

3. Operational Planning and Continuous Improvement

• Possess detailed knowledge of risk management not limited to risk analytics tools, processes and overall risk operations architecture.
• Works on providing operational risk analysis findings to identify operational risks, historical causes of losses and provide deep insights.
• Identify, report and monitor high risk operational and emerging risk incidents with the aim of strengthening the organization's control environment and improving control processes.
• Possess critical thinking and look in a broader view in order to make decisions that benefit company objectives.
• Considers and decides on technical priorities and trade-offs between short term team needs and long term business / product needs.
• Responsible for being involved in policies and procedures implementation within the organization's operational risk management framework.
• Identify and propose corrective actions based on operational risk exposure related to business processes and or technology platforms.
• Analyze complex issues and improve, adapt existing or create new methods, techniques, or processes.

Qualifications

• Bachelor's degree with a minimum of 3 years of managerial experience of managing team leaders.
• Having experience in managing complex processes, big teams with more than 50 headcounts and experience in managing cross-border teams would be highly advantageous.
• The ability to work across countries and cultures is needed to succeed in this role.
• In-depth knowledge of performance metrics (Example: SLA, Quality, Productivity, Occupancy)
• Be able to think outside the box and make balanced and unbiased decisions based on all available information.
• Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible.
• Ability to demonstrate composure and a high degree of professionalism when in high-pressure situations.
• Excellent leadership skills with experience in end to end people management
• Ability to be detail-oriented with emphasis on good quality outcomes
• Strong leadership, analytical, problem-solving, time management, and communication skills is a must.
• Good PC skills, especially MS Excel (Analytical & reporting ability with MS Excel with knowledge of advanced formulas such as Pivot Table).

Additional Information

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.