Ron Chua 蔡竟贤 .

Operations professional with 13 years across food delivery and mobility, including 10 years at Grab. Implements partner and fleet programmes, runs incentives and payouts, documents processes, and reports fulfilment and programme take-up in Power BI and Databricks.

Account Management Associate, Partner Acquisition at GrabTaxi Pte Ltd · Business First Class (limousine) (2025-09 – Present)

• Planned manpower and schedules for 24/7 limousine operations, including deployment to group concierges and BPO headcount.
• Grew completed jobs from 2,299 in H1 2025 to 4,072 in H2 2025 (+44%); 4,695 including an extra channel. H1 2026: 5,192 vs 1,710 in H1 2025 (+67%).
• Driver engagement: reviewed issues raised by drivers and followed them through to close.
• Built the operations Power BI dashboard in 3 weeks (fulfilment, GMV, area split, partner channels). Used it to set a $5 peak incentive.
• Fleet supply pool expansion: 2H 2025 — 106 interviewed, 79 attended and onboarded (largest class 46). H1 2026 — 114 interviewed, 76 selected and trained.
• Kept next-working-day partner payouts on schedule, and generated and billed monthly client invoices on time with Finance.
• Wrote the SOP for a new booking channel (KLOOK; 487 jobs in H1 2026).
• Trialled automated dispatch (26–31 Mar 2026) and launched it with the process team on 20 Apr 2026.

Associate, Shared Mobility at GrabTaxi Pte Ltd · GrabHitch / GrabShare (2024-08 – 2025-09)

• Operationalised monthly Hitch incentives. Activation +0.35 pp and 149 zero-lifetime drivers activated; reactivation +0.17 pp take-up and +101 bookings a month on average.
• Automated a weekly partner-account tagging run and issued monthly earnings reports to an external partner (MINDEF / RSAF).
• Closed commission and tier errors. Nine product bugs fixed by Sep 2025 from driver reports.
• Moved weekly cancellation compensation from Excel to Databricks so the pay cadence was repeatable.
• Moderated Hitch Hangout (2,641 active members in 2025).

Associate, Partner Engagement, Quality and Retention at GrabTaxi Pte Ltd (2016-05 – 2024-08)

• Managed GrabBenefits across Transport, GrabFood and GrabRentals: creation, approvals, segmentation, redemptions, landing pages and Zendesk.
• Worked with Partnerships to operationalise deals they negotiated. Negotiated, finalised and set up two deals outside agreed focus categories, including sourcing leads, arranging meetings, contract signing and operationalising them.
• Built a segmentation template used for comms, reaching 99%+ of targeted inboxes.
• Emerald Circle Scholarships and Bursary: 236 in Nov 2019 (62 secondary, 174 primary), then screened later cycles so payments went out on time.
• COVID programmes: grocery vouchers for 1,174 partners (Apr–Aug 2020); care packs (668 collected); bundle (491); Halal-bag redemptions tracked to 5,719 by 31 Dec 2020. Recognition: 1,000 partners in 2 batches. Stay-home pack: 715 redemptions from Feb 2021.
• Updated GrabAcademy courses. Owned weekly premium-incentive allocation until a product sunset (May 2021).
• Owned HDT taxi driver lifecycle (onboard, activate, reactivate, convert, offboard), commissions, credits, refunds and JustGrab fare issues. Documented SOPs and variable-commission trackers.
• Operationalised Driver Shifts, Zonal Fleets, CaltexGO eligibility, StarCash and Emerald Circle. Co-developed the Driver and Delivery Partner Hub.
• Moderated GrabKakis and GrabWarriors. Coordinated Mobile Legends staff events with People Operations (2022 Singapore; 2023 SG vs PH; 2024 SG, MY, ID, PH, VN), including brackets and finals livestream.

Product Manager at foodpanda Singapore Pte Ltd (2015-01 – 2016-02)

• Local QA and rollout of global releases (area logic, sorting, rider app). Wrote test flows and trained affected staff.
• Handled Singapore product and ops issues across web, Android and iOS; guided menu, discount and backend configuration.
• Trained an automation team, advised vendors after launch, and tuned delivery areas. Built landing pages and vendor sites.

Customer Service Officer at foodpanda Singapore Pte Ltd (2013-04 – 2014-12)

• Customer enquiries, order processing, basic menu setup, service-recovery vouchers. Trained call-centre agents in Kuala Lumpur.

National Service at Singapore Civil Defence Force (2011-03 – 2013-03)

Nitec in Multimedia Technology – ITE College West (2009 – 2010)