Assistant Manager, Merchant Core Operations - Onboarding

The Merchant Core Operations team supports the merchant journey on Grab, from onboarding and activation through ongoing Merchant Support. We ensure merchant applications are processed accurately, merchants are activated within SLA, and quality standards are consistently maintained across both functions. Working closely with the Centre of Excellence (COE), Product, Commercial, and Compliance teams, we manage day-to-day operations while driving process improvements, product enhancements, and automation initiatives.

You will report to the Manager, Merchant Core Operations. This role is based at 1 First Avenue, Bandar Utama.

Get to Know the Role

This role oversees the end-to-end Merchant Onboarding funnel, from application submission through successful activation. You will lead the onboarding team to ensure applications are processed accurately, SLAs are met, and merchants are activated smoothly.

You will drive onboarding performance, quality assurance, product enhancements, process improvements, and automation initiatives such as OCR-enabled applications. This role requires a people-oriented and process-driven leader who can use data, Salesforce, and AI-enabled tools to improve efficiency and build a high-performing team.

The Critical Tasks You Will Perform

• Lead Onboarding Performance and Quality: Oversee the end-to-end onboarding funnel, ensuring SLA,, productivity, activation, and quality targets are consistently achieved with minimal errors and rework.
• Drive Product and Process Enhancements: Partner with Product and the Centre of Excellence to improve workflows, implement automation, reduce manual effort, and deliver solutions such as OCR-enabled applications.
• Manage Stakeholders: Work with Commercial, Legal, Compliance, Technology, Product, COE, and other stakeholders to resolve issues, manage escalations, and deliver sustainable operational improvements.
• Lead and Develop the Team: Set objectives, manage performance, coach team members, plan capacity, and foster a culture of accountability, collaboration, and continuous improvement.