Knowledge Transfer & Mastery: Rapidly learn and document existing insurance distribution and procurement processes to identify best practices for the new entity's setup.
Operational Gatekeeping: Define the "Go-Live" readiness criteria for new products, ensuring they are serviceable, reconcilable, and supported by the necessary internal tools before launch.
Financial & Revenue Integrity: Establish reconciliation processes between internal platforms and external partners to ensure 100% financial accuracy.
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Run the daily and weekly cadence across Admin, Procurement, Warehouse, Accounts, and Lab Support. Maintain KPI trackers and follow up on commitments made by department leads.
Apply the Red, Amber, Green framework to classify operational issues. Escalate critical matters to the COO same day with recommended actions and resolve root causes of recurring problems.
Support the implementation of new SOPs. Ensure timely and accurate department reporting to the COO, and coordinate cross-functional initiatives like audit preparation or system rollouts.
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Customer Support: welcome and attend customers warmly and provide help whenever needed. That includes answering questions, bookings, check-in/outs, seating and anything related to our customer's experience at Lume.
Operations & Space Maintenance: follow Lume's SOPs to handle daily operations from opening, closing, cleaning, inventory, and preparing the space to welcome our customers (necessary training is provided within the probation period).
Admin & Marketing Assistance: assist with light admin and marketing tasks (e.g. data-entry, recording and editing short-videos).
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Oversee daily eCommerce operations across B2C, B2B, mobile app, and Marketplace stores to ensure a seamless, conversion‑optimized customer journey and consistent brand experience.
Monitor site and revenue performance using GA4 and Power BI, acting quickly on issues across traffic, funnel metrics, bounce rates, and daily sales vs. targets.
Lead end‑to‑end commercial campaign management on both D2C and Marketplace channels—planning, requirements gathering, QA, setup, and reporting—while collaborating closely with platform KAMs and Social Sellers.
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Reviewing Corrigo work order dashboard, reviewing underperformed work orders, and work with the Workspace Operations teams to ensure timely completion.
Apply new or review submitted Permits to Work (PTW) and Authorizations to Work (ATW) before providing endorsement for works to proceed.
Coordinate with vendors and other key stakeholders to discuss priorities, validate work completion, and address performance concerns.
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Oversee the maintenance, security, safety, tenancy design coordination works, car park, housekeeping, and other works for the general upkeep of the building.
Implement and enforce of various policies and procedures as well as ensure strict compliance by all parties.
Prepare the annual budget ( operational and capital expenditure ) which includes the forecast that may be requested by the Management.
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Prepare and process monthly payroll using SQL Payroll System.
Ensure accuracy of salary calculations, overtime, allowances, deductions, and attendance records.
Maintain and update employee records, including: i. Personal information, ii. Employment contracts, iii. Leave records, iv. Attendance records, v. Payroll information etc.
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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.
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The Platform Quality & Experience team at Grab is composed of passionate individuals dedicated to maintaining and improving the experience of users on our platform. We believe in insights from user behavior and data analysis to foster a positive experience for everyone involved with Grab, from driver and delivery-partners to merchant-partners and consumers. As a member of this team, you'll be collaborating across teams and contributing to the strategic advancement of the platform's quality and experience.
You will report to Manager, Platform Quality & Experience; this role is based Petaling Jaya.
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Data-Driven Insight Generation: Own the analytical workstream — independently build queries, construct dashboards, and conduct deep dives to surface insights that drive decision-making. You are expected to be hands-on with data, not just a consumer of reports.
Policy Development & Optimization: Identify gaps and inefficiencies in existing platform policies through data analysis, and develop or iterate on policies that are fair, operationally sound, and improve outcomes for users on the platform.
Project Leadership: Lead cross-functional projects from problem framing through to implementation and measurement. Align stakeholders across teams such as Strategy, Commercial, Operations, Product on problem definitions, proposed solutions, and success metrics.
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