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