Senior Associate, Special Investigation and Response

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

The Philippines Enforcement Team plays a crucial role in supporting Platform Safety, Quality, and Fraud operations. Our work focuses on investigating platform-related incidents by interviewing driver-partners and passengers. We ensure efficient investigative processes and address enforcement-related issues to maintain a high standard of platform integrity and user trust.

Get to Know the Role

If being constantly on the move excites you, this is the role for you. You will work on multi-dimensional and projects, with our Platform Safety, Quality and Fraud Teams to deliver the safest experience for all our users on our platform.  

You will report directly to the Head of Platform Quality and Enforcement, PH. You will be based onsite at our Marikina office with flexible work arrangements.

The Critical Tasks You Will Perform

• Monitor endorsed safety-related incidents, ensuring investigations and proper documentation are completed.
• Assess incident situations and identify necessary actions to proceed, including mobilizing on-ground support, notifying partners, and providing updates.
• Identify cases requiring special handling to reduce potential complications.
• Collaborate with partners to gather and communicate information as cases progress.
• Conduct in-depth investigations through Zoom meetings or face-to-face discussions with partners.
• Perform care visits to users involved in safety-related incidents to assess their condition, provide financial assistance, and set overall expectations.
• Help with response expansion activities within and outside the Greater Manila Area.

Qualifications

What Essential Skills You Will Need

• Bachelor's degree in Business, Quality Management, Risk Management, or a related field.
• 3 or more years of experience analyzing workflows, identifying bottlenecks, and designing applicable process improvements with measurable outcomes.
• Knowledge and application of data security protocols in handling sensitive information.
• Proficient in data analysis and using data insights to complete tasks and optimize performance.
• Advanced skills in Excel, including the ability to create complex spreadsheets.
• Bachelor's degree in Business, Quality Management, Risk Management, or a related field.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.