Assistant Manager, Regional Performance Management

📋 Description

• Define performance standards for countries by verticals, BPOs and region.
• Plan performance targets with Regional Analytics and Country teams.
• Conduct regular cadences with Country teams and BPOs on performance.
• Track performance results across countries, verticals and region.
• Provide data insights via dashboards, reports and audits.
• Foster continuous improvement using performance feedback and data.

🎯 Requirements

• Bachelor's Degree in Business Admin; MBA or advanced degree a plus.
• 5+ years in contact centers, vendor mgmt, or BPO settings.
• Understanding of Contact Center Ops, KPIs and efficiency models.
• Analytical, structured thinking and strong numeric aptitude.
• Experience negotiating contracts and SLAs with vendors.
• Experience supporting multi-country operations (SE Asia region).

🎁 Benefits

• Term Life and Medical Insurance.
• GrabFlex benefits package and flexible work arrangements.
• Parental and birthday leave; LASA volunteering leave.
• Grabber Assistance Programme for well-being.