CX Governance

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

Who you'll be working with:

If you have a strong background in IT, computer science, or software engineering, and are analytical, technologically savvy, solutions and process-focused, then the Technology & Operations team may be for you

You'll be responsible for the following:

• Lead the design and institutionalization of the CXM TQM framework, aligned with COPC, ISO 9001, and BSP Circular 1160 standards.
• Establish enterprise quality objectives, KPIs, and governance cadences covering QA, ARC, and Process Excellence.
• Champion a risk-based quality assurance model that integrates customer experience, compliance, and operational performance.
• Partner with the Head of Governance and CX Leadership to ensure quality strategies directly support business, regulatory, and customer protection objectives.
• Drive Zero Tolerance Policy execution and preventive action plans for critical quality and compliance errors.
• Serve as CXM's lead in internal, external, and regulatory audits, ensuring complete documentation, timely submission of artifacts, and management of corrective and preventive actions (CAPA).
• Manage and support BSP and partner bank audit cycles, including pre-assessment, onsite validation, and post-audit closure.
• Ensure full compliance with BSP Circulars (951, 1033, 1127, 1160) and alignment with the Financial Consumer Protection framework.
• Institutionalize Lean Six Sigma and Kaizen methodologies to drive systemic improvement in service quality, rework reduction, and customer satisfaction.
• Lead RCA deep dives for critical DSAT, audit findings, or process failures; ensure translation into sustainable CAPA.
• Collaborate with Process and ARC counterparts to ensure findings are addressed end-to-end and logged in governance dashboards.

We're looking for:

• Bachelor's degree in Business, Industrial Engineering, or related field (Master's degree preferred).
• Minimum 8–10 years of progressive experience in Quality Management, Process Excellence, or Audit within FinTech, Banking, or BPO operations.
• Comprehensive exposure to regulatory and external audits (BSP, ISO, partner banks) is a must.
• Certified Lean Six Sigma Green/Black Belt, COPC Coordinator, or equivalent.
• Demonstrated success leading enterprise audit responses, CAPA management, and regulatory compliance programs.
• Excellent communication and executive presentation skills, with proven ability to engage senior regulators and internal audit teams.

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