Head of Strategy, Operations

Globe Telecom, Inc.; Caloocan; On-site; PHP 2,000,000 - 5,000,000; Full time

Job summary

GCash, the Philippines’ leading fintech superapp, seeks a senior leader to drive strategic planning, governance, and analytics for reliability engineering and service assurance. You will shape risk-aware culture and executive reporting across multiple teams and functions.

You will guide transformation programs, improve incident readiness, and uplift maturity through telemetry-driven RCA and cross-functional playbooks, partnering with engineering, risk, and operations to deliver measurable

Qualifications

• 8–12 years of progressive experience in operations, strategy, or technology transformation roles.
• 3+ years in a leadership or strategic advisory role in SRE, service management, or technology operations.
• Proven success driving cross-functional programs that reduce incident impact and align tech operations with business goals.

Responsibilities

• Develop and maintain a clear strategic roadmap across Service Assurance, Stability and Reliability Engineering.
• Design and manage a centralized strategic portfolio of programs to improve service reliability and operational effectiveness.
• Lead transformation efforts that uplift incident readiness, chaos engineering, observability and resolution velocity.
• Drive adoption of new operating models and governance; report to ExCo and regulators.
• Coach leaders to build strategic thinking, data fluency, and process discipline.

Skills

ITIL

SRE

Telemetry

Automation

Executive reporting

Communication skills

Education

Bachelor's degree in Engineering/Computer Science/Business

Master's degree preferred

ITIL certification

SRE Foundation

SAFe

AWS DevOps Engineer

Tools

Monitoring tooling

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Key Responsibilities

A. 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.

B. 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.

C. 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.

D. 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.

E. 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.

Qualifications

Experience

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.

What We Offer

Opportunity 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 package is the #1 Finance App in the Philippines. Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones.

Company Overview

GCash is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.) since 2015. Mynt, Inc. is the parent company of GCash, the Philippines’ #1 finance superapp, advancing financial inclusion through ‘Finance for All’. G-Xchange, Inc. (GXI) is the payments company for GCash. GXI is a BSP-licensed e-money issuer responsible for the digital payments and electronic money activities in the GCash app. Fuse Financing, Inc. is the financing company for GCash. Fuse provides eligible users with access to fair and digitally-enabled credit products and solutions. Ryse, Inc. broadens access to investments that are easy to use and understand, supporting wealth-building for Filipinos at different stages of their financial journey. BlockG Virtual Assets, Inc. supports responsible participation in digital assets, helping build trust and long-term confidence in the continuously evolving digital landscape.