Associate, Airport Operation (Mobility Business)

Get to Know the Team

You will be a member of the Driver Management team, which contributes in building and maintaining partnerships with our driver. Your team will evaluate potential collaboration opportunities, ensuring seamless execution of projects, and driving operational efficiency. We work with other teams to implement value-driven solutions, enhance driver engagement, and support our overall strategic goals. Additionally, we manage main projects, track partnership performance, and provide comprehensive reporting to senior management to ensure success.

Get to Know the Role

The Airport Operations Associate will help drive the efficiency of Grab's airport pickup points, focusing on managing workforce, coordinating with team members (including airport authorities and Grab management), overseeing the driver fleet, and ensuring a smooth experience for both passengers and drivers, while resolving any operational challenges that arise to maintain seamless service delivery and increase the operations at the airport. You will report to Senior Manager, Driver Management, work on site base in Bangkok Office.

The Critical Tasks You Will Perform

1. Initiate Airport Operation Flow: Lead the development of efficient airport operation flows for driver services, ensuring the fastest service delivery.
2. Monitor and Improve Operations Performance: Monitor airport operations to identify areas for improvement, implement best practices, and ensure that all processes are designed to deliver exceptional passenger and driver experiences.
3. Staff Management: Manage a team of over 30 staff members at BKK and other cities, ensuring the smooth operations and the prompt resolution of on-ground issues.
4. Collaboration: Work with our teams, airport staff, external partners, and contract vendors to improve airport pick-up points, designing operational procedures that enhance customer experience and efficiency.
5. Document & Payment Management: Oversee the management of necessary operational documents, payment processing, and ensure compliance with contracts while supporting the growth and scalability of airport operations.
6. Problem Resolution: Address and resolve any operational issues that arise on the ground to minimize disruptions and ensure a seamless experience for all parties involved.
7. Continuous Improvement: Implement strategies to improve efficiency and ensure operations can scale in response to increasing passenger and driver demands.

What Essential Skills You Will Need

• You have 2+ years of experience leading a team in a contact center or service environment
• You are fluent in both spoken and written English and local language, allowing you to communicate with a diverse group of team members and consumers.
• You are experienced in handling disciplinary matters and conducting performance evaluations to improve.
• You can work in rotating shifts and on weekends and public holidays.

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.