Gojek - Process Controller

About The Role

As a Process Controller at RAB, you'll make sure the way we run our driver rental operation is clear, owned, and measurable — from driver onboarding and payments to vehicle support and collection. You'll map how work actually flows across teams, turn it into SOPs that live inside our tools, and set control points that catch deviations before they become losses. Your work directly reduces leakage, shortens resolution times, and keeps thousands of drivers on the road across Jabodetabek. You'll work closely with Business Operations, the Driver Support team, Vehicle Ops, Finance/Collection, and the internal tools (RABOS) team.

What You Will Do

• Map end-to-end operational processes (onboarding, payments and collection, vehicle service, driver support) and define a clear owner and source of truth for each step.
• Write and maintain SOPs, work instructions, and routing matrices that are embedded in daily tools such as RABOS and FMS, not left as static documents.
• Design control points and KPIs (SLA, ticket aging, reconciliation gaps, no-show rates) and monitor them through regular reports and dashboards.
• Detect, investigate, and escalate process deviations — e.g. unreconciled payments, mis-routed tickets, missed SLAs — and drive corrective actions to closure.
• Run periodic process audits and data reconciliations between operational systems and finance records.
• Collaborate with ops, finance, and product/tech teams to translate process requirements into system features, automations, and access controls.
• Lead rollout of new or changed processes: training, communication to teams and drivers, and post-launch review.
  
  

What You Will Need

• Have experience in business process improvement, operations excellence, or audit.
• Proven experience writing SOPs and work instructions, and mapping processes.
• Strong data skills: advanced spreadsheets (pivot, lookup, reconciliation);
• Structured problem-solving: able to find root causes of deviations and propose practical, tool-based fixes.
• Clear communication and stakeholder management across ops, finance, and tech, including frontline teams.
• Fluent in Bahasa Indonesia and good working English; based in or able to work in Tangerang - Ciater
  
  

About The Team

GoCar Fleet provides economic opportunity for Indonesians without their own vehicles to earn a good living as GoCar driver-partners. We offer affordable rental and massive selection of electric vehicles. GoCar Fleet is at a rapid growth pace, acquiring a significant number of revenue-generating vehicle assets every quarter.

You'll be part of the Business Operations & Process Control team at RAB, a car rental serving GoCar drivers across Jabodetabek. We sit between the teams that run the business day to day — driver support, vehicle ops, onboarding, collection — and make sure their work connects: clear ownership, reliable data, and processes built into our own tools. We like to work from real data and frontline input, test changes quickly, and treat SOPs as living tools rather than paperwork. Our mission is to build an operation that scales without losing control, and we'd love for you to help shape it.

About GoTo Group

GoTo is the largest digital ecosystem in Indonesia. GoTo's mission is to 'empower progress' by offering technology infrastructure and solutions that help everyone to access and thrive in the digital economy.

The GoTo ecosystem provides a wide range of services, including mobility, delivery, payments, financial services, and technology solutions for merchants. The ecosystem also provides e-commerce services through Tokopedia and banking services through its partnership with Bank Jago.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.