Senior Associate, Know Your Customer (KYC)

Company 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.

Job Description

Get to Know the Team

Grab Support team provides 24/7 assistance to our Grab Partners, including drivers, passengers, and merchants, in using Grab's products. Our dedicated team handles service inquiries and resolves disputes, delivering exceptional customer service and promoting relationships.

Get to Know the Role

The position involves managing daily KYC operations, reporting directly to the Head. Key responsibilities include overseeing the adherence to KYC Service Level Agreements (SLAs) and ensuring compliance with Standard Operating Procedures (SOPs) among team members. The role requires coordination to meet productivity and data quality targets, identifying and escalating operational issues as needed. You will be based onsite in Grab Jakarta office.

The Critical Tasks You Will Perform

1. Daily Operations Management

• The Position will report to Head
• Oversee daily KYC operations, ensuring that the KYC Service Level Agreement (SLA) is tracked and monitored effectively.
• Ensure all team members follow Standard Operating Procedures (SOPs).

2. Team Coordination

• Ensure that daily productivity and data quality targets are met by all team members
• Identify operational issues and escalate them to the manager or relevant unit as necessary

3. Collaboration and Documentation

• Collaborate with other units to facilitate KYC operational guidelines for team use
• Work with other units to develop guidelines related to user challenges during the KYC process

4. Process Improvement

• Initiate new strategies to enhance the efficiency of KYC operations

5. Data Confidentiality

• Maintain the confidentiality of customer data at all times

Qualifications

What Essential Skills You Will Need

• Bachelor's degree with experience in KYC for minimum 5 years
• Proven experience in managing KYC operations
• Experience with KYC process and regulatory requirements
• Ability to escalate issues appropriately
• Ability to work collaboratively with different units to improve operational guidelines
• Ability to ensure team adherence to SOPs and achievement of productivity targets
• Commitment to maintaining data confidentiality

Additional Information

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.

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.