Support Manager, People Systems

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At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and make a significant impact on technology at Grab, come join us and help shape the future of technology!

Get to know the Role

Reporting to the Senior Manager, People Systems, you will lead a team of HRIS support specialists who provide support for Grab's People Systems landscape. You will be responsible for building a high-performing support operation that delivers reliable service, strong stakeholder experience, and continuous improvement across processes, tools, and team capabilities.

You will bring deep knowledge of HRIS platforms and application support operations, with a strong grasp of support metrics and service improvement practices such as shift-left, ticket quality, backlog management, and root cause reduction. You will also partner with your manager on budget planning and vendor management, including supporting software and professional services procurement where needed.

This role is based in Grab's Petaling Jaya office and will play an important role in strengthening People Systems support across Grab.

The Critical Tasks You Will Perform:

• You will lead and develop a team of HRIS support specialists, setting clear operating standards, coaching for performance, and building strong functional depth across People Systems support.
• You will manage day-to-day support operations for related People Systems platforms, ensuring issue resolution, strong service reliability, and a high-quality experience for internal users and stakeholders.
• You will define, track, and improve support performance metrics such as SLA attainment, backlog health, resolution time, ticket quality, recurring issue trends, and user satisfaction.
• You will drive support transformation initiatives including shift-left strategies, knowledge management, process standardisation, automation opportunities, and reduction of repeat incidents.
• You will partner with Pops, other GTS teams, and external vendors to resolve complex issues, coordinate changes, and improve system supportability across the People Systems environment.
• You will support budget planning and tracking for the People Systems organisation, and help manage vendor engagements including software tools and professional services procurement.
• You will use AI tools and emerging technologies where relevant to improve team productivity, streamline support workflows, and identify opportunities for operational improvement.