Lead, Field Partner Support

7 days ago


Hanoi, Vietnam Grab Full time

**Job Description**:
**Get to know the team**

The Offline Partner Support team is responsible for solving service enquiries from our partners at Hubs across nationwide and capturing information on the ground. We’re voice, eyes, ears of Grab Vietnam and also of our partner to company. We’re young, established, long standing team responsible for building sustainable relationships and trust with Grab and partners through open and interactive communication directly

**Get to know the role**

**The Day-to-Day Activities**
- You lead one team and guide them to meet their OKRs
- Build Driver & Mechant community
- Organise offline, workshops for Driver & Mechant
- Dax supply retention
- Plans and directs the day-to-day operation of Hubs across the country
- Monitor quality performance and Service Level Agreement (SLA)
- Collecting Partner’s sentiment/ pained points on the ground
- Formulates recommendations and provides feedback to management regarding operational policies and procedures
- Maintain control over audit procedures to ensure compliance with control including fraud issues, etc. If weaknesses are identified, report them to direct Manager
- Forecast headcount and develop recruiting strategy to provide the best team in place. Including provideinterview to new team member
- Maintain knowledge of all Team members related by functions, cross functions to ensure all Team members can deliver good service to Partners
***The Must-Haves**
- **You have Heart, Hunger, Honour, and Humility**
- **You have at least 2 years experience as a leader in Sales or customer service**
- **You are detail-oriented person**
- **You have high level of responsibility and self-motivation**
- **Must be able to communicate effectively both verbal and written in Vietnamese**
- **Great team player with strong interpersonal skills**
- **You are knowledgeable of people management, leadership, problem solving**
- **Be able to handle the full cycle of employee issues from strategy to execution**

**The Nice-to-Haves**
- **You have strong written and verbal communication skills in English



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