Head of People Experience, Delivery & Compliance

Job description

About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility. Get to Know the Team People Experience is the founding pillar of Grab's People Synergy Center (PSC), transforming People Operations through a human-centred, AI-enabled operating model. We combine service excellence, intelligent automation, and strategic partnerships to deliver seamless, scalable employee experiences across the employee lifecycle. Join us in shaping the future of People Experience at Grab. Get to Know the Role As Head of People Experience, Delivery & Compliance, you will lead the People Operations pillar within the People Synergy Center (PSC), serving as a transformative leader at the core of Grab's next-generation operating model. Reporting to the Head of PSC, you will lead and develop a high-performing team while delivering end-to-end employee experiences through a Human + Agentic AI operating model that enables people to focus on high-value, judgment-driven work while AI and automation improve efficiency at scale. You will lead multi-functional, multi-geography teams across internal operations and strategic partners, driving transformation through AI, technology, and operational excellence while embedding compliance, governance, and information security across People Operations. The Critical Tasks You Will Perform Transformation & Operating Model • Lead the transformation of People Operations to the PSC Target Operating Model, applying zero-based redesign to simplify, automate, apply AI, and outsource work. • Design and implement a tiered service delivery model (Tier 0 self-service, Tier 1 shared services, Tier 2 specialist support) with clear governance, service levels, and performance measures. • Improve process redesign using Lean and design thinking to improve efficiency and deliver consumer-grade employee experiences. • Align People Operations priorities with enterprise transformation projects. AI, Automation & Technology • Champion the Human + Agentic AI operating model. Identify and deploy GenAI, Agentic AI, and RPA solutions to automate repeatable, transactional activities, such as FAQs, ticket routing, payroll queries, and HR letters. Preserve human oversight for sensitive and complex cases. • Scale intelligent workflows across the employee lifecycle, including AI-powered chatbots (AskHR), automated onboarding, AI-assisted performance management, and predictive workforce analytics. • Establish responsible AI governance for HR use cases: transparent decision-making protocols, bias checks, auditability, and human override mechanisms. • Evaluate and integrate HR technology platforms (e.g., Workday enhancements, HRSD, agentic AI platforms) aligned with Grab's enterprise architecture and transformation roadmap. Vendor & Partner Management • Manage strategic vendor relationships (BPO/managed services partners) across delivery centers in India and the Philippines, ensuring contractual performance, Service level agreement adherence, and continuous improvement. • Lead vendor governance: performance scorecards, quarterly business reviews, escalation management, and value realization tracking against the business case. • Support vendor consolidation, transitioning from multiple fragmented providers to 1–2 strategic partners with GenAI, automation, and scalable service delivery capabilities. • Lead the knowledge transfer and transition methodology for outsourced processes, ensuring operational readiness and Day 1 quality. Compliance, Risk & Information Security • Oversee audit and compliance activities across People Operations. Ensure adherence to SOX controls, internal policies, PDPA, General Data Protection Regulation (GPDR), and multi-jurisdiction regulatory requirements. • Embed information security and data privacy into all HR processes, technology deployments, and vendor operations, including employee PII handling, access controls, and secure data flows. • Ensure AI deployments following company AI governance framework, including model performance monitoring, regulatory compliance, and responsible AI principles. • Manage compliance risk across outsourced operations: vendor security audits, data processing agreements, and cross-border data transfer governance. Service Delivery & Employee Experience • Lead the People Experience service delivery across all PSC touchpoints, ensuring fast, reliable, personalized support for Grabbers across all markets. • Establish a performance measurement framework: dashboards tracking Service level agreements, CSAT, first-contact resolution, automation rates, cost-to-serve, and employee NPS. • Design and scale a self-service-first model targeting 60%+ self-service resolution through intelligent portals, chatbots, and knowledge bases. Team & Talent Development • Build a multi-functional squad-based teams to deliver product-centric, end-to-end employee experiences. • Build a Skills-First agenda: to identify skill gaps (especially in AI, automation, analytics) and build upskilling programs to transform team members into innovation champions. • Foster a culture of continuous improvement, lean experimentation, and op