Manager, Operational Excellence & Fulfillment

• The Retail Center of Excellence (COE) is a regional team driving GrabMart's growth.
• To help supermarket partners grow and support local teams with best practices and tools to succeed in their markets.
• The team meaningfully contributes in Grab's long-term success.

• As the Manager for Operational Excellence & Fulfillment, you are the "Get the Basics Perfect" expert.
• Your mission is to create a reliable, efficient, and trustworthy fulfillment engine for our partners.
• You will oversee all programs related to improving our core operational metrics, from ensuring real-time inventory accuracy to perfecting the in-store picking process.
• Your work is the foundation upon which our entire partnership strategy is built, directly improving customer satisfaction and trust.
• You will report to the Head of Retail COE and work onsite at Petaling Jaya office.

• Improve Fulfillment Reliability: You will lead regional programs to significantly improve key operational metrics, including Order Fulfilment Rate (OFR) and Item Fill Rate (IFR) with our partners.
• Scale Inventory Solutions: You will own the playbook for integrating partner systems with Grab to ensure real-time inventory accuracy, minimizing order cancellations.
• Optimize In-Store Operations: You will develop and deploy best-in-class Standard Operating Procedures (SOPs) for in-store picking, packing, and hand-off, leveraging our Picker App to drive efficiency.
• Lead Partner Enablement: You will create and deliver training programs and materials to enable country teams and partners to adopt new operational processes and technologies effectively.
• Analyze & Improve: You will deep dive into operational data to identify the root causes of fulfillment issues and design scalable solutions to address them.

• You have 6+ years experience in e-commerce operations, retail supply chain, or logistics, with a strong focus on process improvement and operational excellence.
• You have demonstrated ability to develop and implement SOPs, playbooks, or operational frameworks across multiple locations or teams.
• You have experience working with operational technologies such as Warehouse Management Systems (WMS), POS systems, or picker applications.
• You are able use data analytics to objectively diagnose problems and measure the impact of your initiatives.
• You have excellent project management skills and the ability to manage complex, cross-functional initiatives from ideation to execution.

• 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

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