Get to Know the Role

This is a 6 months full-time onsite role based in Singapore as part of the GRIT Programme.

You will support the Manager, Platform Operations in managing the daily operations and overseeing projects within Grab@Tampines Service Centre, GrabFood & Transport stores and advertisement partnerships. The trainee will gain practical experience in centre operations, customer experience, vendor management, business development and project management.

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The Critical Tasks You Will Perform

The trainee/s will be involved in the following areas:

Grab@Tampines Service Centre

1. Develop an in-depth understanding of the daily operations and nature of escalations handled in Grab@Tampines.
2. Review the existing segmented servicing approach of handling transactions in Grab@Tampines, and create proposals to improve the respective transaction handling.
3. Review end-to-end consumer journey using holistic customer feedback metrics (e.g Voice of Customer) to identify potential service gaps and implement improvement plans.
4. Develop, implement and review strategies to improve service centre processes to enhance operational efficiency.
5. Review existing service centre metrics and propose changes to improve operational efficiency and customer satisfaction.
6. Track and evaluate team performance, providing feedback and identifying areas for improvement.
7. Explore opportunities whereby Artificial Intelligence Technologies can be used to improve customer service delivery and operational efficiency in a service centre setting.

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GrabFood Gears & Transport Store

1. Provide daily operational support to the commercial team for both online and offline sales channels.
2. Develop go-to-market strategies for new products & ideas to expand potential revenue opportunities within sales channels.
3. Conduct consumer focus groups for both our delivery and transport partners to gather insightful feedback on all items.
4. Participate in change management planning with the shift to the aggregator model regionally.

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Advertisement Partnership

1. Conduct market research on industry advertisement rate cards and ensure that existing Grab@Tampines rates are benchmarked competitively against industry standards.
2. Prospect and negotiate with potential advertisement partners on the usage of Grab@Tampines spaces.

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What Essential Skills You Will Need

1. Education (preferred): Diploma or Bachelor's degree in Business, Commerce, Business Administration, or a closely related field.
2. Demonstrated experience in process improvement or business development
3. You have experience engaging with AI tools and emerging technologies to enhance productivity, improve workflows, and contribute new ideas.

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Technical Skills and Competencies Trainee will learn during the traineeship:

1. Gain hands-on experience in the daily handling of service centre operations, managing teams and enhancing customer experiences.
2. Develop in-depth understanding of how Artificial Intelligence technologies can improve operations in a service centre setting.
3. Gain insights in the commercial model and operations of running an e-commerce webstore with both online and offline sales channels.
4. Oversee the end-to-end commercial process of launching new business ideas and products.
5. Conduct consumer research and industry benchmarking of advertisement placement rates.
6. Vendor management skills.
7. Business development skills in the prospecting and negotiating with commercial partners on advertisement placement rates.

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