Operational resilience (OR) is crucial for Grab Indonesia to maintain continuous service delivery despite disruptions, enabling the company to manage, recover, and grow even in the face of adversity.
For this reason, forming a robust and efficient Operational Resilience Team (ORT) is vital. This team plays a critical role in identifying risks, managing crises, and ensuring that Grab Indonesia is prepared to address potential challenges.
The ORT should include representatives from various business functions to offer a holistic, integrated approach to resilience. In this chapter, we will discuss the key roles, skills, and structure that would contribute to an effective ORT for Grab Indonesia.
The CRO will lead the ORT and be responsible for setting the overall strategic direction for operational resilience.
This role requires a deep understanding of Grab Indonesia’s operations, the regional risk environment, and the company's broader business continuity plans.
The CRO should be an executive-level leader capable of making high-level decisions during a crisis and reporting directly to senior management and the board.
Key responsibilities:
The Business Continuity Manager will focus on ensuring that Grab Indonesia’s core operations can continue during disruptions.
This role is integral in developing business continuity plans (BCPs) and coordinating responses across different business functions.
The individual in this role will work closely with the operational units, ensuring that all critical services are identified and continuity strategies are in place.
Key responsibilities:
The Crisis Management Lead will act as the point of contact during a disruption, crisis, or emergency situation.
This individual must have excellent decision-making capabilities, managing both the operational and communication aspects of a crisis.
The role requires collaboration with the PR team, the crisis management team, and other stakeholders.
Key responsibilities:
This role is responsible for identifying and assessing potential risks to Grab Indonesia’s operations, including both external threats (e.g., natural disasters, cyber-attacks) and internal vulnerabilities (e.g., supply chain disruptions, regulatory changes).
The Risk Management Specialist will develop and implement mitigation strategies to reduce the impact of these risks.
Key responsibilities:
Given Grab Indonesia's heavy reliance on technology platforms for ride-hailing, delivery, and payments, the Technology Resilience Lead is critical to ensuring that IT systems are robust, secure, and resilient to disruptions.
This role focuses on maintaining the availability and reliability of technology platforms, including mobile apps, backend systems, and infrastructure.
Key responsibilities:
The Data and Analytics Specialist will focus on collecting, analysing, and interpreting data to inform decision-making during a disruption.
This role will be responsible for monitoring key performance indicators (KPIs), tracking resilience metrics, and ensuring that Grab Indonesia can make data-driven decisions during a crisis.
Key responsibilities:
This role ensures that all stakeholders (internal teams, external partners, customers, and regulatory bodies) are kept informed before, during, and after a disruption.
Effective communication is key to managing expectations and maintaining trust. The Communication Coordinator will also manage public relations and media outreach during crises.
Key responsibilities:
HR plays an essential role in ensuring that Grab Indonesia’s workforce remains resilient and engaged, especially during a crisis.
This specialist will focus on employee well-being, maintaining workforce capacity, and managing resource allocation during operational disruptions.
Key responsibilities:
Given Grab Indonesia’s extensive reliance on external suppliers for its logistics, technology services, and customer-facing offerings, the Supply Chain and Vendor Management Lead ensures that the company can maintain its supply chain operations during disruptions.
This role will coordinate with vendors, ensure contract compliance, and manage supply chain risk.
Key responsibilities:
The Legal and Compliance Officer ensures that Grab Indonesia’s operational resilience activities comply with local regulations, industry standards, and internal policies.
This role will also manage legal risk in the event of a crisis, including liability concerns and regulatory reporting.
Key responsibilities:
The composition of Grab Indonesia’s Operational Resilience Team (ORT) is essential for ensuring the company can not only respond to disruptions but also recover and continue to grow.
By combining experts from different areas of the business—ranging from technology to communications to supply chain management—Grab Indonesia will be able to address the various facets of operational resilience effectively.
The key to success lies in strong leadership, collaboration across departments, and a commitment to continuous improvement in the company’s resilience strategies.
An integrated, well-structured ORT will ensure that Grab Indonesia remains a reliable service provider, even during challenging times.
Operational Resilience in Action: A Case Study of Grab Indonesia |
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| Understanding Your Organisation: Grab Indonesia | |||
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