Head of Operations, Philippines

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What We'll Bring:

At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

We are seeking a dynamic and accomplished leader to join TransUnion Philippines as Head Operations. This pivotal role will be instrumental in driving operational excellence and contributing to the broader goals of the organization.

The Head of Operations will serve as the single point of accountability for all operational functions across Philippines, including Core Credit and Disputes. Acting as a trusted advisor to the President & CEO, and APAC COO, she/he will ensure that operations consistently meet regulatory, customer, and business obligations.

The role is responsible for the performance, health, and continuous improvement of all operational KPIs, with a strong focus on scalability and alignment with the Global Operating Model. This includes leveraging global best practices to drive efficiency, effectiveness, and transformation across processes and systems.

What You'll 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 end‑to‑end 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 day‑to‑day 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 root‑cause 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, on‑budget delivery.
• Govern project lifecycle milestones, approvals, and escalations to ensure disciplined execution and informed decision‑making.
• 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 cross‑project 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 (call‑centre) 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 role‑modelling ethical behavior, consumer‑first outcomes, and sound risk practices.
• Communicate openly and effectively with employees, regulators, and stakeholders, ensuring transparency and integrity in all engagements.
• Consistently reinforce TransUnion’s global strategy, values, and standards, fostering a collaborative and compliant culture across the organization.

Impact You'll Make:

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This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

 

TransUnion's Internal Job Title:

Sr Director, Operations