Driver Pay Operations Associate

Get to know the Role:

The Driver Pay Operations Associate is a pivotal role within the Center of Excellence team at Grab, dedicated to ensuring the accurate and timely payment of our drivers across all markets in Southeast Asia. This position involves managing the entire driver payment process, from processing to resolving disputes, if any. The successful candidate will work closely with various teams, including finance, operations, and regional teams, to enhance payment systems and processes. This role demands a highly analytical, detail-oriented individual with strong leadership skills and a commitment to excellence.

The day-to-day activities:

• Oversee the payment process for drivers, ensuring these are processed accurately and on time. Implement checks and balances to minimize errors and maintain payment accuracy
• Manage and resolve any payment disputes or discrepancies raised by drivers, ensuring a fair and swift resolution
• Continually assess and suggest improvements on payment processes and systems to increase efficiency, accuracy, and reliability. Implement best practices for payment management
• Work closely with internal and external stakeholders, BPO vendors, and regional operations teams to ensure seamless payment operations. Coordinate with these teams to implement system improvements and resolve issues
• Generate regular reports on payment metrics, vendor performance, and propose actionable insights to improve driver satisfaction and operational efficiency
• Assist in the setup and optimization of driver payment processes for new markets or regions within Southeast Asia
• Ensure all driver payment processes comply with local regulations and company policies. Identify and mitigate risks associated with paymentoperations

Requirements

The must-haves:

• Bachelor's degree in Business Administration, Finance, or a related field
• Previous experience in an administrative, driver, or customer service role would be a preference.
• Strong understanding of processes and systems
• Excellent analytical and problem-solving skills
• Proven ability to manage and resolve disputes effectively
• Excellent communication and interpersonal skills, with the ability to work effectively across different cultures and regions
• Proficient in Google Suite, MS Office, and software; understanding of business scripting languages (SQL, Python, Power BI) is highly preferred.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities