[The Role]
- This role is based in Singapore.
- To perform this role well, the candidate needs to have leadership skills, strong communication capabilities, attention to detail, ability to create and follow processes, and a track record of exceeding expectations.
- You will report to the Regional Head - Go To Market, Grab for Business.
- Manage a team of commercial operations executives across the region, with a specific focus on Singapore, Malaysia and the Philippines.
- Work with multiple cross functional teams including but not limited to Key Account Management, Inside Sales, Product Ops, Sales Ops & Product Analytics, Finance, FP&A, Customer Experience etc.
- Commercial Operations:
~ Develop and maximize the efficiency of all business operations in Grab for Business
~ Operationalise the launch, support and CE plan for all new GfB products and features
~ Ensure new and existing SOPs are aligned with and executed by GfB teams in all markets
- Advanced Client Support:
~ Develop a scalable corporate client support framework aligned with multiple internal stakeholders and departments, that drives a seamless corporate client experience.
~ Liaise with Grab Customer Experience teams to develop and strengthen processes for advanced corporate client queries and the required supporting materials.
~ Manage Zendesk ticket resolution process and maintain healthy SLAs.
- Billing and Invoicing:
~ Ensure seamless billing & invoicing for all GfB corporate clients, working closely with Grab Central Operations and Country Finance teams.
~ Build, strengthen and manage SOPs for advanced billing & invoicing troubleshooting and dispute resolution on all commercial contracts, invoices and payment queries.
~ Align with Grab Country Finance teams on reconciliation of all corporate client and partner payments and ensure regular cadence of reporting on Accounts Receivable (AR), Collections efforts and other details. Liaise with Grab central Collections teams who oversee operations for Singapore, Malaysia and the Philippines.
~ Set SOPs and further automate the billing & invoicing process, working with Grab finance, product and engineering teams.
- Account Operations:
~ Maintain data integrity on SalesForce CRM for the entire Grab for Business corporate client database, with a specific focus on Singapore, Malaysia and the Philippines.
~ Ensure end-to-end Contract Management, updated documentation, storage, audit and regular reviews for all GfB corporate clients (commercial terms and signed contracts).
~ Work closely with Inside Sales, Channel Partner and Key Accounts teams at Grab for Business to ensure adherence to KYB processes in accordance with Grab’s internal policies.
~ Ensure GfB Portal account activation and revenue recognition are done in accordance with CRM and Grab Finance and FP&A guidelines.
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