Get to Know the Team
As a member of our Training and Quality team within Customer Operations Excellence (Enablement), you will operate as the learning architect across Malaysia and Singapore. We are a high-impact enablement team dedicated to designing, governing, and scaling learning architectures that elevate agent capability across both in-house teams and BPO partner sites.
Get to Know the Role
As the Assistant Programme Manager, Training, you will lead end-to-end training programmes, curriculum governance, and capability development across Malaysia and Singapore. Moving beyond classroom delivery, your core mission is to convert user experience insights and operational data (surfaced by GS Strategy & Planning) into structured training roadmaps and governed curriculum standards. You will certify BPO trainers across external sites, manage programme execution, and report training effectiveness, capability metrics, and operational impact directly to your Manager and Operations Leads.
You will report directly to the Manager, Training and Quality and will be based in Petaling Jaya, where the company will have you working onsite.
The Critical Tasks You Will Perform
- You will lead the end-to-end design, delivery, and governance of training programmes across in-house and BPO partner teams in Malaysia and Singapore.
- You will translate operational priorities, policy changes, and quality performance findings into structured training plans and governed delivery calendars.
- You will lead calibration and certification programs for BPO partner trainers to ensure consistent training execution across all vendor sites.
- You will regularly audit training execution at BPO sites to prevent standard drift and guarantee compliance with Grab's operational standards.
- You will evaluate training programme effectiveness using post-training KPI tracking (nesting performance, early-tenure quality, speed to proficiency).
- You will report training results, agent capability progress, and performance impact directly to your Manager and Operations Leads.
- You will provide direct operational guidance and coaching to the Training Specialist.
What Essential Skills You Will Need
- You have 3+ years in Instructional Design, Training Programme Management, or L&D within large-scale contact centers or BPO environments.
- You have proven expertise in instructional design, learning principles, curriculum development, and multi-site BPO training governance.
- You have an analytical mindset with the ability to evaluate training success using hard operational metrics (nesting SLAs, initial quality scores, defect rates).
- You have strong vendor management skills to enforce training standards across internal teams and external BPO partners.
- You have exceptional written and verbal communication skills in English and Bahasa (required); proficiency in navigating local operational nuance across Malaysia and/or Singapore markets is highly preferred.
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.