We are always looking for empathetic, positive and passionate individuals committed to Making People’s Lives Better. With over 200 residences across Canada, we have an opportunity for you that will make a difference in your life.
The role of the Director, Regional Operations is to oversee and support the General Managers, within a defined portfolio of retirement residences, to meet their four key results related to financial performance, customer service, employee engagement and managing risk and reputation. The person works with a team of corporate employees that provide strategy, support and advice in terms of sales, operational efficiency, marketing, administration, communications, resident care, food service, asset management, lifestyle and programs, human resources/labour relations and policies and procedures.
Key Activities
Resident Relations:
Ensures that the retirement homes in his/her platform are dedicated to Chartwell’s Service Philosophy and Service Standards and Chartwell’s vision of Making People’s Lives Better
Ensures that there is a safe and secure living environment for all residents
Ensures that the planning, implementation and evaluation of all departments and programs meet the needs of residents
Responds to and investigates resident/family concerns and complaints that are escalated beyond the GM or identified through the Retirement Homes Regulatory Authority
Ensures that the annual Resident Satisfaction Survey results are reviewed and action plans developed and implemented by each residence with a focus on continuous improvement
Visits homes on a regular basis and meets with General Managers, Managers, Residents and their Families in order to assess customer service
Holds at least 2 Town Hall meetings per year with residents in each home
Leadership:
Implements Chartwell’s Culture of Accountability for Results which focuses on personal accountability to meet or exceed their 4 key results in all their properties as well as overall for their region
Provides leadership and direction to General Managers in their region with respect to all aspects of human resources management such as: recruitment, employee relations, health and safety, performance management, payroll, staff development, interpreting and implementing current policies and procedures, discipline and termination
Works with the Labour Relations team to ensure that collective agreements and/or association agreements are implemented effectively and assists with grievance, bargaining etc. as required
Holds regular regional meetings with their General Managers to share information, obtain feedback and provide a forum for continuous improvement
Attends regular provincial and national meetings and strategic planning sessions and educational events
Represents operations on committees, task forces as required
Liaises on a regular basis with his/her homes on corporate strategies, initiatives and directives
Recruitment and performance evaluation of his/her team of direct reports
Ensures that the annual Employee Engagement Survey results are reviewed and action plans developed and implemented by each home with a focus on continuous improvement
Holds at least 2 Town Hall meetings per year with staff in each home
Embraces and supports Chartwell’s values of RESPECT
Budget & Financial
Responsible for meeting/exceeding the financial results expected for their region of homes
Works with GMs, their VP and corporate office staff to develops annual operations and capital budgets for his/her region of homes
Ensures that property financial statements are correct and variance reports and accountability tools related to results are completed each month by their General Managers
Ensures that the General Managers are working within approved budgets as well as developing and implementing cost saving measures
Ensures that Chartwell’s financial operations systems are maintained at the properties
Communicates financial implications that arise from his/her region of homes
Follows Chartwell’s signing and delegation authority policy with respect to invoice and purchase order approvals and ensures that General Managers are implementing financial control policies
Marketing & Occupancy:
Supports the work of the Director, Regional Sales to ensure that General Managers and Sales Consultants are accountable for maintaining optimal occupancy equal to or better than that approved in the operating budget
Demonstrates an excellent knowledge of the market and competition in their region
Supports the work of the Director, Regional Sales to ensure that General Managers and Sales Consultants meet their expected sales activity metrics and ratios
Regulatory Compliance:
Possesses a working knowledge of the Retirement Homes Act, Employment Standards Act, Human Rights Act, Residential Tenancy Act, Occupational Health and Safety Act, Workers Compensation Act, Labour Relations Act, Public Health Act and any other applicable legislation
Liaises with various governing bodies (i.e. Public Health, Retirement Homes Regulatory Authority, WSIB etc.) to ensure that residences meet the applicable regulations, standards, and legal requirements
Supports their retirement residences during licensing reviews and investigations and ensures accurate and timely action plans are submitted to licensing bodies
Ensures that their retirement residences meet Chartwell’s requirements with respect to policies and procedures including Fire Safety plans, Emergency Response Plans, Preventative Maintenance standards etc.
Operational and Administrative Systems:
Ensures that all their retirement residences are following Chartwell’s format and procedures for all expected reports
Ensures that the General Managers are aware of and follow their reporting responsibilities and deadlines
Holds an excellent working knowledge of Microsoft applications and general computer programs
Ensures that new initiatives are effectively implemented
Works with the Asset/Project Management team of resources to ensures that the property assets are well maintained and that capital projects are executed in an effective and timely manner
Embraces new systems and technologies designed by Chartwell to improve our results
Qualifications
Minimum of 5 years of progressive leadership positions in management roles in seniors housing, hospitality, health care or other related organization
Graduate of a post-secondary education program in business, hospitality, health care, administration or other relevant program
Experience driving financial results
Experience managing operational issues
Demonstrated experience in a service related business and a commitment to service excellence
Demonstrated ability to effectively recruit, retain and lead a high functioning team
Experience in a unionized working environment
Ability to work in an environment focused on accountability for results
Ability to develop and execute innovative solutions in order to drive results
Demonstrated budgeting and financial analysis skills
Ability to relate to the needs of an elderly population and their families/loved ones
An understanding of the importance of employee engagement
Ability to work in a high functioning, extremely dynamic team environment
The ability to analyze and interpret information contained in business related documents, write reports and business correspondence and effectively relay/present information accordingly
Apply Now
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