Head of Operations, Philippines

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What Well Bring:

What Youll Bring:

Key Focus

• Own operational capacity performance metrics budgets (OPEX/CAPEX) regulatory engagements stakeholder management and customer experience outcomes (including NPS).
• Drive regional alignment to the Global Operating Model through standardized processes and systems partnering with global teams.
  

To succeed in this role the ideal candidate will bring:

• Experienced operations leader with a strong track record in large scale transformation and execution.
• Customer centric strategic and results driven with the ability to build high performing teams and engage senior stakeholders.
  

Operations Delivery

• Own complaint and dispute management including regulatory reporting and management under the Integrated Ombudsman Scheme.
• Identify and remediate recurring or systemic issues through strong controls and root-cause reviews.
• Define and execute complaint-handling strategy; ensure staff capability through training and escalation mechanisms.
• Lead batch services client servicing customer experience and UAT for new systems and product deployments.
• Establish robust MIS and performance metrics covering productivity efficiency and effectiveness.
• Ensure operations are conducted lawfully ethically and in full regulatory compliance.
  

Regulatory and Board

• Translate pre-emptive regulatory obligations into effective operational processes SOPs controls and risk mitigation mechanisms.
• Lead and present at the Board and relevant Board Sub-Committees including Customer Protection.
• Although the Philippines is not presently subject to strict regulatory oversight adopting leading practices from other markets will help ensure the business remains resilient to future regulatory developments.

Data Operations

• Manage endtoend data ingestion validation and processing across multiple data sources to ensure timely accurate and complete data availability.
• Data quality management Define and enforce data quality controls reconciliations and exception handling to maintain high standards of accuracy consistency and reliability.
• Operational data controls Monitor daytoday data operations resolve production issues and ensure adherence to SLAs and operational runbooks.
• Implement operational controls to support regulatory audit and internal governance requirements including traceability and lineage.
• Track investigate and remediate data incidents defects and anomalies including rootcause analysis and preventive actions.
• Partner with Technology and Product teams to support data changes releases and migrations with minimal business impact.
• Identify opportunities to reduce manual processes improve reconciliation efficiency and scale data operations through automation.
• Work closely with alternate data providers vendors and internal teams to manage data submissions corrections and enhancements.
• Provide regular reporting on data health processing volumes incidents and performance trends to stakeholders.

Project Management Office

• Establish and manage project governance frameworks standards and controls to ensure consistent delivery aligned to business priorities and strategic objectives.
• Provide oversight across key initiatives to track progress manage dependencies identify risks and ensure timely onbudget delivery.
• Govern project lifecycle milestones approvals and escalations to ensure disciplined execution and informed decisionmaking.
• Coordinate project plans resource allocation and timelines across multiple initiatives and teams.
• Deliver regular concise status reporting on portfolio health risks issues and benefits realization to senior leadership and SteerCos.
• Act as a central coordination point between business technology vendors and leadership to ensure clarity and accountability.
• Identify track and mitigate crossproject risks and interdependencies that could impact delivery outcomes.
• Manage scope schedule and cost changes through structured change governance processes.
• Drive delivery maturity through lessons learned best practices and ongoing refinement of PMO processes.

Outsourcing

• Own the outsourcing policy and governance framework; lead the central outsourcing team to ensure enterprise-wide compliance.
• Oversee client credentialing and onboarding ensuring adherence to regulatory and strategic requirements
• As the Consumer Interactive business expands in the Philippines effective vendor (callcentre) management beyond just procurement becomes critical to handle consumer complaints address concerns provide education and deliver a seamless customer service experience.

Procurement & Facilities Management

• Procurement oversight - Lead sourcing vendor selection and contract management for services and supplies ensuring cost efficiency service quality and policy compliance.
• Facilities management - Ensure smooth safe and efficient operations of office facilities and support services to enable uninterrupted business delivery.
• Vendor & cost management - Manage service providers through clear SLAs periodic reviews and cost optimization while maintaining high service standards.

Governance Risk & Compliance

• Ensure robust Business Continuity and Operational Resilience frameworks are in place regularly tested and fit for purpose.
• Own first-line assurance across operations including risks controls and policy compliance and act as the primary interface with Audit.
• Identify assess monitor and manage principal operational risks within approved risk appetite; design and operate effective day-to-day controls with trained ownership.
• Drive timely closure of actions from compliance and internal audit reviews ensuring full transparency and information availability to Internal Audit
  

Finance

• Monitor the budget and cost controls and ensure that these are managed effectively as appropriate to the role.
• Be responsible for Operations budget in the Region P&L (direct responsibility for expenditure and indirect responsibility for income).

People Management & Culture

• Set track and deliver clear development goals for teams; coach mentor and build strong succession pipelines across Philippines Operations.
• Embed a culture of fairness accountability and risk awareness by rolemodelling ethical behavior consumerfirst outcomes and sound risk practices.
• Communicate openly and effectively with employees regulators and stakeholders ensuring transparency and integrity in all engagements.
• Consistently reinforce TransUnions global strategy values and standards fostering a collaborative and compliant culture across the organization.

Impact Youll Make:

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