Support Manager, People Systems
Grab
Bangalore, , IndiaonsitePosted 26 days ago
Skill Required
ITILautomationbuildingWorkdaydesignandAIFulltime
Key highlights
- 10+ years of enterprise application support experience required
- 3+ years leading Workday HRIS support teams in a regional/global environment required
- Onsite role in Bangalore
- Comprehensive medical and term life insurance
- Flexible work arrangements (FlexWork)
- Equal opportunity employer
Role overview
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. This role is based onsite in Grab's Bangalore office and will play an important role in strengthening People Systems support across Grab.
Responsibilities
- 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
- 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
- Define, track, and improve support performance metrics such as SLA attainment, backlog health, resolution time, ticket quality, recurring issue trends, and user satisfaction
- Drive support transformation initiatives including shift-left strategies, knowledge management, process standardisation, automation opportunities, and reduction of repeat incidents
- Partner with Pops, other GTS teams, and external vendors to resolve complex issues, coordinate changes, and improve system supportability across the People Systems environment
- Support budget planning and tracking for the People Systems organisation, and help manage vendor engagements including software tools and professional services procurement
- Use AI tools and emerging technologies where relevant to improve team productivity, streamline support workflows, and identify opportunities for operational improvement
Requirements
- 10+ years of experience in enterprise application support with 3+ years leading Workday HRIS support teams in a regional or global environment
- Hands-on knowledge of Workday HRIS and support models, including incident management, service request handling, user administration, release/change coordination, and production support
- Experience managing application support metrics and using data to improve operational performance, including shift-left, backlog reduction, knowledge adoption, and root cause elimination
- Experience leading teams that support business-critical enterprise systems, prioritisation, escalation management, and service recovery
- Experience working with budgets, vendor management, and procurement support for software tools or professional services
- Ability to work with Pops stakeholders, technology teams, and external partners to translate support issues into sustainable operational improvements
- Experience engaging with AI tools and emerging technologies to enhance productivity, improve workflows, and contribute new ideas
Nice to have
- Experience supporting SmartRecruiters and Cornerstone On Demand in a regional or global environment
- Experience with IT service management practices and tools, including knowledge base design, service desk workflows, and support automation
- Experience in support operating model design, shared services, or scaling offshore/regional support teams
- Exposure to audit, risk, or compliance controls in HR systems support environments
Benefits
- Term Life Insurance and comprehensive Medical Insurance
- GrabFlex: create a benefits package that suits your needs and aspirations
- Parental and Birthday leave, and Love-all-Serve-all (LASA) volunteering leave
- Confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges
- FlexWork arrangements such as differentiated hours
Additional details
- Grab is Southeast Asia's leading superapp, delivering meals, financial services, and transportation solutions with a mission to drive Southeast Asia forward by economically empowering everyone
- Grabber Technology Solutions (GTS) revolutionises the technology experience for every Grabber, empowering the team with seamless and innovative solutions that enhance their daily work
- GTS is a diverse group of forward-thinkers committed to creating personalised IT experiences
- Grab is committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best, as an equal opportunity employer
- The role is based onsite in Grab's Bangalore office