AVP, Service Assurance Head

Overview

AVP, Service Assurance Head at GCash. The Head of Service Assurance is a senior leadership role responsible for ensuring the quality, reliability, and resilience of IT service delivery. This role leads the Service Assurance function, overseeing key portfolios including Service Level Management (SLM), Partner Reliability, Fund Loss and Risk Assessment, and Service Readiness. The ideal candidate will be a strategic leader who champions a culture of operational excellence, mitigates risk, and builds strong partnerships across the organization to safeguard customer trust and business stability.

• Service Assurance Leadership: Define and lead the IT Service Assurance strategy, aligning frameworks and practices with industry standards (e.g., ITIL, ISO 20000). Act as a trusted advisor to senior leadership on service risks, performance, and improvement opportunities.
• Service Level & Partner Reliability: Drive consistent achievement of SLAs and KPIs, ensuring services meet or exceed commitments. Partner with internal teams and external providers to enhance service reliability and address chronic issues.
• Service Readiness & Transition: Lead the service readiness function to ensure new services and products are operationally supportable, resilient, and ready for launch. Drive seamless collaboration between product, technology, and operations teams to minimize post-launch issues.
• Fund Loss & Risk Management: Establish and mature a framework for the detection, assessment, and mitigation of fund loss and financial risk across IT services. Partner with Risk, Security, and Finance teams to address vulnerabilities and ensure timely remediation.
• Quality Management & Governance: Implement a robust quality assurance and governance model across IT operations. Lead audits, compliance reviews, and continuous improvement initiatives to strengthen service reliability and ensure adherence to internal and external regulations.
• Stakeholder Engagement: Build strong, collaborative relationships with senior and executive stakeholders across Business, Technology, and Risk functions. Provide transparent reporting on service assurance performance, risks, and strategic initiatives.

• Bachelor’s degree in Technology, Operations Management, or a related field. A Master’s degree (e.g., MBA) is highly preferred.
• 15+ years of experience in IT Service Management, with at least 5 years in a senior leadership role within a large-scale, multi-channel environment.
• Proven expertise in Service Assurance functions, including Service Level Management, Quality & Governance, Service Transition, and Risk/Fund Loss assessment.
• ITIL certification (v3 or v4 Foundations minimum). Higher-level ITIL certifications, Lean Six Sigma, or similar process improvement certifications are highly desirable.
• Demonstrated experience leading and mentoring large, cross-functional teams.
• Strong track record of driving significant improvements in service quality and operational metrics.
• Knowledge of financial services technology, digital payments, and fund flow mechanisms is a plus.

• Strategic & Analytical Thinking: Ability to balance risk and compliance with business priorities. Excellent problem-solving skills and a data-driven approach to decision-making.
• Leadership & Influence: A strong people leader who can inspire, coach, and develop high-performing teams. Exceptional communication and negotiation skills to manage complex relationships with senior stakeholders.
• Operational Excellence: Deep knowledge of ITSM best practices and frameworks. A commitment to continuous improvement and a proactive approach to risk mitigation.

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 a highly competitive and flexible compensation and benefits package.