Regional Assistant Manager, Grab Support Governance

**Job Description**:
**Life at Grab**

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

**Get to know the team**

The Grab Support team is responsible for developing, shaping and executing a holistic customer experience strategy for Grab. We advocate for our users, think in their shoes and embrace a strong sense of ownership and accountability, leveraging on technology platforms to maximise the support efficiency for our agents to solve our consumers and partners’ problems. We are obsessed with delivering world class experience to our users on the journey of their lives.

**Get to know the role**

As a Regional Senior Governance Specialist, you are an individual contributor within the Grab Support Governance function to assess and support key projects and platforms (internal and external) used by our agent support specialists through balancing risk, compliance and business operational needs.

You will be working with internal teams for cybersecurity, IT controls, risk and compliance matters, specifically on Southeast Asia Cyber Regulatory and Data Security requirements.

This role will be based in Singapore.

**The Day-to-Day Activities**

IT Security and Operational Risk Management
- Design, implement and sustain the risk management framework and program for Grab Support
- Work with the Governance Manager to provide cost effective recommendations to mitigate business risks and strengthen internal controls.
- Develop, maintain and update critical process and procedure documentation with clear ownership.
- Assist in the development, implementation and maintenance of Business Continuity Plans for Grab Support contact center operations
- Participate in new IT security initiatives implementation, take a hands-on approach and partner with Grab Technology Solutions and Grab Support stakeholders to perform user acceptance tests, implement and adopt procedures and access controls in accordance with Grab’s policies
- Cultivate a customer-centric risk culture that champions solutions that will grow a proactive, efficient, sustainable and effective risk management program for Grab Support.

User Access Management
- Collaborate with internal cross-functional teams (e.g. Business Process, Product, Engineering, Operations, Group Compliance and Risk, Data Privacy Office etc) to ensure the system user access and internal controls for Grab Support remains compliant with the internal security framework while balancing with business operational needs.
- Develop, maintain and update critical process and procedure documentation with clear ownership.

Compliance Audit and Security Awareness
- Work closely with the Governance Manager to establish and implement the Grab Support Compliance Audit and Quality Assurance Framework.
- Partner with regional and country teams to perform and complete compliance audits, risk assessments, quality assurance reviews, control mitigation, track and report on operating effectiveness of the internal controls implemented for Grab Support
- Work with the Governance Manager to provide cost effective recommendations to mitigate business risks and strengthen internal controls.
- Collaborate with internal parties and vendors to address Internal Audit / Cybersecurity / Compliance / SOX issues, develop mitigation plans, follow up actions and remediation timelines up to closure.
- Assist with the development of interactive security awareness content, design and creation of graphics and article writing on governance related topics for the Grab Support community.

**The Must-Haves**
- At least 7 years of relevant work experience in end-user environment, preferably in IT Infrastructure Security or Compliance role with hands-on security operational knowledge, access control administration and experience in building and sustaining risk management program
- Degree in Computer Science or technology-related field
- Solid knowledge of various Information Security, Compliance and Auditing, and Governance Risk Management
- Professional Information Security certification such as CISSP/CISM/CISA/CRISC/ISO 27001 is desired
- An advocate of effective documentation to promote consistency in processes, continuous reinforcement and iteration for process improvement
- Excellent project management, slide content creation, and board presentation skills
- Excellent presentation and communication skills, both written and verbal, to positively influence key business partners and/or stakeholders, preferably with exposure in engagement across Southeast Asia region
- Excellent business acumen, customer-centric, team and results-oriented. Able to take a broad, strategic perspective and deep dive to understand business needs and challenges and translating that into fu