Who we are
Our Organisation
Get to know the people and purpose behind GSI. This section gives you a glimpse into who we are, what drives us and why our work consistently goes Beyond Ordinary.
Keep scrolling as we tell you more about us, our leadership and our vision.
Our Story
We began in 2017 as a small shared‑services offshore department within Guild Group — a modest team with big potential. It didn’t take long for Guild to recognise the passion, talent and engagement of the people behind the work. That belief set us on a new path, and in 2020 we officially became our own entity: Guild Solutions Inc.
From there, our journey accelerated. With a team too skilled, too creative and too committed to remain a hidden secret, we set out to become a revenue‑generating organisation in our own right.
Today, we proudly provide services to a growing network of organisations across Australia and New Zealand, proving every day what happens when great people are given the space to do Beyond Ordinary work.
You can read more about our transformation journey at the Vision 2027+3 page >>
We are there for those our communities rely on worldwide.
Our vision is to be trusted by our chosen markets for tailored professional services.
Our Leaders
Our leaders bring experience across industries and regions, guiding our organisation with clarity and purpose. They foster a culture where people thrive, capability grows, and excellence is the standard. Their stewardship shapes who we are and the impact we create.
Paul Cassidy
Chief Executive Officer, Guild Group
Paul Cassidy is Group CEO of Guild Group and FIAA, with over 25 years of leadership experience in insurance, financial services, and health. He is recognised for driving strategic growth, delivering innovative solutions, and fostering exceptional customer outcomes.
Melissa Joseph
Chief Operating Officer, Guild Group
Melissa is a Global Financial Services Executive with 25 years of experience spanning corporate strategy, sales, business development, and large-scale transformation programs. She has held leadership roles across investment banking, funds management, retail and private banking, and insurance.
Engelbert Nolasco
Chief Executive Officer, GSI
Engelbert Nolasco, President and CEO of Guild Solutions, Inc. (GSI), brings over 15 years of leadership experience in the outsourcing industry. His career reflects a commitment to transformation—launching service centers, optimizing operations, and driving profitability while fostering innovation and collaboration. At GSI, Engelbert leads with a clear vision: to position the company as a global leader in offshoring services, create lasting value for stakeholders, and make a meaningful impact in the communities GSI serves.
Ray-An Cabe
Head of Shared Services
Ray‑an Cabe brings 20 years of experience across operations, HR, leadership development and shared services. As Head of Operations, he steered a period of major team growth by building a strong internal pipeline of talent and empowering staff to step into bigger roles. Now Head of Shared Services at GSI, Ray‑an is especially proud of his work in leadership coaching, helping individuals overcome personal challenges and grow into highly effective leaders, a transformation that stands as one of the most rewarding highlights of his career.
Alwin Bulosan
Regional Operations Manager
Alwin Bulosan has 13 years of professional experience and a strong track record in operations leadership. When he became team lead in 2013, he proved himself as a dependable and capable leader, later playing a key role in the successful establishment of the first offshore IT support for the account in 2016—a milestone that enhanced service capability and strengthened global delivery. His appointment as Regional Operations Manager in 2023 highlights not only his consistent career growth but also his ability to drive operational excellence, develop high‑performing teams, and contribute to GSI’s expansion across multiple regions.
Wen Dy
Client Relationships Manager
Wen Dy brings over 20 years of professional experience and has been a driving force in delivering success at GSI. She has played a pivotal role in leading critical initiatives, earning the trust of new clients while ensuring seamless execution and strong results. One of her standout achievements was spearheading a startup account, scaling the team from just three to 20 professionals, and establishing a culture of accountability and collaboration. Known for her steady leadership, Wen Dy consistently demonstrates excellence in team management, delivery execution, and client engagement—building and sustaining long‑term relationships that continue to support GSI’s growth and reputation.
Aileeh De Guzman
Head of Finance
Aileeh De Guzman brings 18 years of professional experience and a strong background in finance, auditing, and organisational leadership. Over her career, she has completed audits across diverse industries and successfully managed a major book cleanup with a financial impact exceeding Php800M, demonstrating her technical expertise and attention to detail. At GSI, Aileeh has led the transition of bookkeeping from third‑party to internal management, strengthening financial control and transparency, while consistently maintaining expenditures below budget year‑on‑year—solidifying her reputation as a trusted steward of the company’s financial health.
Ian Panoncillo
Head of Technology & Modernisation
Ian Panoncillo has more than 15 years’ experience across IT operations, infrastructure, solutions architecture and technology leadership. Starting out as a frontline customer service agent in the BPO industry, he moved into IT in 2010 and steadily advanced through technical and leadership roles spanning service desk, infrastructure, enterprise platforms, and executive technology leadership. Now Head of Technology and Modernisation at GSI, Ian has driven major initiatives including building GSI’s standalone Microsoft 365 environment, strengthening IT governance and security frameworks, and leading the development of BE.bot, the company’s internal AI-powered knowledge assistant.
Joyce Bautista
Operations Excellence Manager
Bringing over 13 years of professional experience, Mary Joyce Bautista is dedicated to advancing operational excellence and business transformation. She has consistently delivered improvements that boost performance and build sustainable systems. As Operations Excellence Manager at GSI, she plays a key role in driving growth and operational success.
Laly Santos-Lamboloto
Team Lead, Claims
Laly Santos‑Lamboloto brings over 10 years of professional experience, steadily building her career in claims and operations. Her people‑centric leadership has been central to her success, empowering her team to perform at their best. As Team Lead at GSI, she drives efficiency and supports client success through collaboration and accountability.
Michael Cabral
Team Lead, Underwriting Support Officer
Michael Cabral has built 14 years of experience, starting with five years in BPO voice work before joining GSI, where he’s now marking nine years of service. One of the original members of Guild’s Manila operations since its launch in 2017, he’s steadily progressed from Level 1 through to Team Leader. Known for his reliability, strong performance and commitment to quality customer support, Michael has also played a big part in shaping a positive team culture while showing clear leadership potential.
Arbie Bernante
Business Manager
Arbie Bernante is a Business Manager at GSI with over 11 years of progressive experience in operations leadership, business transformation, analytics, finance, and continuous improvement across Local, BPO, and shared-services environments. He has successfully led large-scale transformation and process improvement initiatives across Australia, New Zealand, EMEA, APAC, LatAm, and Nordic regions, driving measurable gains in efficiency, service quality, and scalability. At GSI, Arbie serves as a trusted partner to leadership, delivering data-backed strategic recommendations that support scalable growth and strengthen competitive positioning.
Mark Del Moro
Business Improvement Specialist
Mark Del Moro is a seasoned Business Analyst with 16 years of professional experience, including 13 years in the manufacturing industry and 3 years in BPO. Over the course of his career, he has successfully implemented a range of projects that delivered both hard and soft savings worth thousands, strengthening operational efficiency and business performance. His innovative approach and problem‑solving mindset have earned him back‑to‑back wins at InnoCon, underscoring his ability to drive meaningful improvements and deliver measurable value to the organisations he supports.
Ren Javier
People Services Lead
Ren Javier brings nearly two decades of experience in the BPO industry. He joined Guild in July 2018 as a Quality Analyst and quickly rose through the ranks—becoming Senior Quality Analyst in 2020 and People Services Lead in 2022. Ren’s career progression reflects his strong performance, leadership capability, and commitment to excellence in service delivery. With a proven track record in quality assurance, people management, and client support, he continues to play a key role in strengthening Guild’s operations and fostering a culture of reliability and growth.
Sam Sutare
Creative Lead
Over the past 6 years, Sam Sutare has honed his expertise in communications, design, and multimedia development. His transition from communications specialist to digital community specialist allowed him to deliver impactful initiatives, including the onboarding of Complete Care Pharmacy in 2024. Now serving as Creative Lead at GSI, he guides the creative team and communications strategy to support partners across Australia and New Zealand.
Our Locations
We operate across Australia and New Zealand—markets defined by ambition, diversity, and opportunity. Our work reflects the strengths of this region and the people who drive it forward. By supporting capability across borders, we contribute to a resilient and high-performing ecosystem where teams can grow, innovate, and succeed.
Philippines
Manila is the hub of GSI’s service delivery operations, where all core processes and execution take place. This centre ensures efficiency, scalability, and high-quality support for clients across regions. It is the backbone of GSI’s operational excellence.
Australia
Australia serves as the central office within Guild Group, where strategic decisions for GSI are made. This location drives innovation, governance, and alignment with the broader organisational vision. It is the heart of leadership and corporate direction for GSI.
Aotearoa New Zealand
New Zealand is home to A-Perform, GSI's brand presence for the financial adviser market. It is a key location for market engagement and business development.
How we serve
We’re committed to supporting those our communities rely on — the organisations that are often overlooked or underserved because of their size or bespoke needs. Across every industry we work with, our teams bring the capability, care and creativity to deliver Beyond Ordinary support where it matters most.
Member Organisations & Not For Profits
Through our partnership with Gold Cross Products & Services, we’re proud to support the member organisations and not‑for‑profits that our communities rely on. These groups are often overlooked or underserved because of their size or bespoke needs — but at GSI, they’re exactly who we’re built for.
Community Pharmacies
Through our partnership with Gold Cross Products & Services and our joint venture GXPro, we’re proud to support the community pharmacies that sit at the heart of Australian healthcare. These pharmacies are essential to the wellbeing of their communities, yet many face the challenge of limited resources, growing workloads and the need for modern, scalable support.
Small & Medium Sized Businesses
Small and medium‑sized businesses move fast, adapt constantly and carry the weight of doing more with less. That’s where we come in. We provide the extra capability, structure and support that helps growing businesses stay focused on what matters most.
Through a wide range of services — from traditional phone and email customer support to design, marketing, business analysis, reporting and more — we give SMEs access to the kind of talent and capacity usually reserved for much larger organisations. Whether they need day‑to‑day operational help or specialist skills on demand, our teams step in with practical solutions that scale with their needs.
One of our loyal clients to date
