Chief Operating Officer

Office location: Cebu City

Work Setup: Full onsite

Schedule: Monday to Friday, Dayshift

Role Overview

The Chief Operating Officer (COO) will oversee day-to-day operations across a large, multi-branch network while driving business transformation, operational excellence, and the company's expansion strategy. The role will focus on scaling the branch network, strengthening operating systems and processes, and ensuring consistent performance across all sites. This is a senior leadership position requiring a strategic yet hands-on operator who can work directly with business owners and top management to execute growth plans and lead organizational change.

Qualifications

• Currently in a senior operations leadership position at the Director level or above, such as Operations Director, Head of Operations, VP, or COO.
• Extensive experience managing multi-site or multi-branch operations, with a proven track record of managing 100+ stores or branches.
• Preferably from the retail, distribution, quick-service restaurant (QSR), consumer finance, or other related fast-paced, branch-based industries.
• Strong strategic and execution capabilities, with demonstrated experience translating business objectives into operational plans, driving initiatives, and monitoring key performance indicators (KPIs).
• Proven experience in change management, business transformation, systems implementation or replacement, and large-scale process improvement.
• Highly preferred to have experience working in a Filipino-Chinese or family-owned organization, with direct exposure to business owners, executives, and top management.
• Hands-on, adaptable, and results-oriented, with the ability to balance strategic planning with detailed operational execution.
• Exposure to ISO-certified quality management systems, audit processes, and compliance standards is highly preferred.
• Experience in consumer-facing operations involving financing, collections, inventory management, or a distributed workforce is an additional advantage.

Key Responsibilities

1. Operations Leadership and Business Performance

• Oversee day-to-day operations across the branch network and support functions, ensuring consistent operating standards, accountability, and effective performance management.
• Translate the owners' business strategy into actionable operating plans, performance targets, and regular management review routines.
• Identify and resolve operational bottlenecks, process inefficiencies, control gaps, and execution risks to improve productivity and business performance.
• Maintain and strengthen the organization's ISO-certified quality management system and ensure operational standards are consistently implemented across locations.

2. Business Expansion and Execution

• Lead the execution of the company's branch expansion strategy, ensuring new locations are opened on schedule and meet established standards for readiness, staffing, and operational execution.
• Develop a scalable and repeatable store-opening framework capable of supporting approximately 35-40 new branch openings annually.
• Establish clear timelines, responsibilities, and monitoring mechanisms to support the planned expansion from approximately 107 to 300 branches.
• Standardize key operating practices across the network while allowing flexibility to address specific local requirements.

3. Business Transformation and Change Management

• Lead major operational transformation initiatives, including legacy systems replacement, in close coordination with the CFO and technology team.
• Review and redesign existing business processes to improve efficiency, consistency, scalability, and internal controls.
• Drive the implementation of new systems, processes, and operating standards while ensuring business continuity and minimizing disruption.
• Engage and guide managers and frontline teams throughout organizational and operational changes to ensure effective adoption and execution.

4. Performance Monitoring and Operational Improvement

• Establish and monitor operational KPIs, branch productivity, service metrics, and other performance indicators to measure progress against business objectives.
• Provide business owners and top management with regular reports on operational performance, expansion progress, risks, and key decisions requiring attention.
• Identify opportunities to improve cost efficiency, inventory management, resource utilization, and overall branch productivity.
• Implement performance monitoring and accountability mechanisms to ensure consistent execution of operational plans across all locations.

5. Leadership and Stakeholder Management

• Build, lead, and develop a strong operations leadership team and a capable pipeline of branch managers to support business growth.
• Work closely with business owners, the CFO, and other senior executives to align operational priorities, resolve business challenges, and execute strategic initiatives.
• Establish clear roles, decision-making authority, and escalation processes across the operations organization.
• Coach and mentor managers, promoting a hands-on, results-driven culture focused on accountability, continuous improvement, and sustainable growth.