Senior Executive, Operations Excellence & Governance

The Platform Governance team at Grab is responsible for operationalising policies and closing the feedback loop between users and the platform. We convert platform policies into scalable, auditable workflows and ensuring those workflows are executed accurately. Our team is currently on a AI transformation journey, where ticket resolution is done autonomously. You will play a direct role in keeping that model honest and making our operations more efficient.

You will report to Manager, Platform Quality & Experience; this role is based at 1 First Avenue.

Get to Know the Role

This is a hands-on role at the core of Grab's Operations team. You will own two critical functions: quality assurance of AI-generated outputs, and process improvement across the workflows. If you enjoy picking apart how things work and rebuilding them better, this role will suit you well.

The Critical Tasks You Will Perform

• Execute a QA/QC audit framework for AI-generated ticket responses, evaluating accuracy, policy adherence, tone, and resolution quality against defined standards, using this to improve AI model.
• Map existing operational workflows end-to-end; identify bottlenecks, manual steps, and failure points; propose and implement more efficient and automated alternatives.
• Build and maintain process documentation (SOPs, decision trees, and workflow guides) that supports both human agents and the AI model.