Head of People Experience, Delivery & Compliance

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

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 operational effectiveness.

Qualifications

What Essential Skills You Will Need

• 12+ years experience leading HR operations, shared services, or people experience delivery in a multi-country, tech-driven environment.
• 5+ years experience designing and implementing HR operating models, shared services centers, or global capability centers through a full transformation lifecycle (design → transition → steady state).
• Experience deploying AI, automation deployment within HR or corporate operations, including GenAI, agentic AI, RPA, or intelligent workflow platforms.
• Vendor/BPO management experience: managing outsourced delivery centers, Service level agreements negotiation, driving vendor performance, and leading transitions/knowledge transfers.
• Expertise in HR compliance and information security: SOX, PDPA/GDPR, employee data privacy, cross-border data governance, and audit management.
• Experience leading large-scale, multi-geography and multi-functions transformation programs with structured program management (Agile/SCRUM or PMP).
• You have a product mindset using data, technology, and continuous improvement to enhance employee experiences.

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.
• 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 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.