Head of Strategy, Operations

Position titleHead of Strategy, OperationsDescriptionGCash is seeking a full-time Head of Strategy, Operations in ManilaResponsibilities

• Strategic Planning & Execution
• Develop and maintain a clear strategic roadmap across Service Assurance, Stability, and Reliability Engineering functions.
• Align operations strategy with enterprise goals, regulatory requirements and performance metrics such as MTTR, CFR, SLOs, and automation coverage.
• Translate executive directives and risk themes into structured initiatives and measurable outcomes.
• Operational Governance & Transformation
• Design and manage a centralised strategic portfolio of programs aimed at improving service reliability, change resilience, and operational effectiveness.
• Lead transformation efforts that uplift the maturity of core capabilities : incident readiness, chaos engineering, observability, and problem resolution velocity.
• Institutionalise operational reviews, error budget burn-downs, and cross-functional playbooks to guide proactive issue mitigation.
• Change Leadership & Communications
• Drive adoption of new operating models, reliability frameworks, and change management processes across a distributed and tribe-aligned organisation.
• Partner with Engineering, Infra, Risk, and Business Operations to embed a strong operational discipline and risk-aware culture.
• Shape the narrative for operational performance at ExCo, regulator (e.g., Bangko Sentral ng Pilipinas), and board-level reporting.
• Analytics, Reporting & Insights
• Provide end-to-end service performance insights by integrating data across stability, reliability, CSAT, and revenue impact domains.
• Champion continuous improvements in how incidents, problems, and operational risks are identified, triaged, and resolved.
• Team & Capability Development
• Coach and influence leaders across Service Assurance, Reliability Engineering, and Stability teams to build strategic thinking, data fluency, and process discipline.
• Uplift capabilities in areas such as telemetry-driven RCA, operational resilience planning, and partner risk governance.QualificationsExperience
• 8–12 years of progressive experience in operations, strategy, or technology transformation roles, ideally within high-scale, regulated environments.
• 3+ years in a leadership or strategic advisory role in SRE, service management, or technology operations.
• Demonstrated success driving cross-functional programs that reduce incident impact, improve operational maturity, and align tech operations with business goals.Technical & Strategic Skills
• Deep understanding of service management frameworks (ITIL, SRE), operational resilience, and incident / problem / change management lifecycles.
• Strong business acumen to translate operational KPIs into board-level narratives.
• Expertise in telemetry, automation, reliability engineering, and operational tooling.
• Exceptional communication and influencing skills, including executive-level reporting and program steering.Education & Certifications
• Bachelor’s degree in Engineering, Computer Science, Business, or related field. Master’s preferred.
• Certifications such as ITIL, SRE Foundation, SAFe, or AWS DevOps Engineer are highly advantageous.Success Metrics
• Reduction in change failure rate and incident volume.
• Increased self-resolution and automation rates.
• Delivery of quarterly strategic programs tied to business-impacting themes.
• Regulatory alignment on operational resilience and service continuity.Job BenefitsOpportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits packageJob LocationMetro Manila, Philippines

#J-18808-Ljbffr