Director, Operations and Sales - Victoria & Region

Job Description

Director, Operations and Sales - Victoria & Region

Base pay range: $130,000.00/yr - $145,000.00/yr

Job Description

The Director of Operations & Sales (DOS) has access to Chartwell consultants to assist with sales strategy, care service and quality, food & beverage service and quality, activities and programming, customer experience, administration, human resources & labour relations, and operational efficiency. Effective implementation and sustainability of Chartwell’s strategies, programs, policies & procedures are the responsibility of the DOS as well as performance management with respect to the General Manager and, through them, the home’s management team. The DOS also works with a team of corporate employees responsible for marketing, communication, asset management, accounting, finance and reporting.

Key Activities

• Resident Relations: Ensure residences in the region are dedicated to delivering the Chartwell Experience and Making People’s Lives Better; ensure a safe and secure living environment; plan, implement and evaluate all departments and programs to meet residents’ needs; respond to and investigate resident/family concerns and complaints escalated beyond the GM or identified through regulatory bodies; review annual Resident Satisfaction Survey results and develop action plans with a focus on continuous improvement; visit homes regularly and meet with GMs, managers, residents and families to assess performance and experience.

Leadership

• Implement Chartwell’s Culture of Accountability for Results to meet/exceed four key regional results; provide leadership to GMs on human resources management, health and safety, performance management, payroll, staff development, policies and procedures; work with Labour Relations to ensure collective/association agreements are implemented; attend provincial/national meetings and planning sessions; liaise with homes on strategies and directives; recruit, manage and coach GMs and support their recruitment/mentoring of their management teams; review Employee Engagement Survey results and drive action plans for continuous improvement.

Budget & Financial

• Meet/exceed Net Operating Income budgeted for each residence and the region; work with Platform Lead and property management on capital project implementations; develop annual operating and capital budgets with GMs, VP and corporate; ensure financial statements are correct and variance reports and accountability tools are completed to improve results; ensure GMs operate within budgets and implement cost-saving measures; maintain Chartwell financial systems at properties; communicate financial implications; follow signing and delegation policies.

Sales and Revenue

• Ensure GMs and Sales Consultants are accountable for occupancy targets; understand each home’s suite inventory and optimize rates to maximize occupancy and revenue; analyze market competition and conduct regional competitive analyses; meet sales activity metrics and utilize Chartwell’s sales tools and processes; interpret metrics to drive results and integrate into residence plans; deliver Chartwell’s sales strategy to increase market share; support marketing plans and budgets; ensure care and ancillary service revenue targets are met.

Regulatory Compliance

• Maintain working knowledge of applicable legislation (Retirement Homes Act, Employment Standards Act, Human Rights Act, etc.); liaise with governing bodies to ensure residences meet regulations; support licensing reviews and ensure timely action plans; ensure policies and procedures (Fire Safety, Emergency Response Plans, Preventative Maintenance) are met.

Operational and Administrative Systems

• Understand and implement Chartwell programs, policies and procedures; collaborate with consultants to drive results; ensure residences follow reporting formats; ensure GMs meet reporting responsibilities and deadlines; proficient in Microsoft, Yardi, Oracle HCM and Power BI; implement new initiatives; work with Asset/Project Management on capital projects; adopt new systems and technologies to improve results.

Qualifications

Experience

• Minimum of 5 years in progressive leadership roles in seniors housing, hospitality, health care or related organizations; experience driving financial results; experience managing operational issues; service-excellence mindset; ability to recruit, retain and lead a high-functioning team; experience in a unionized environment.

Education

• Post-secondary degree in business, hospitality, health care, administration or related field; commitment to continuing education.

Skills & Abilities

• Accountability for results; ability to develop and execute innovative solutions; budgeting and financial analysis; management acumen; sales processes, metrics and strategies understanding; business acumen and analytical skills; ability to coach and mentor; relate to elderly residents and families; employee engagement focus; ability to work in a dynamic team; risk management; excellent organizational, problem-solving and communications skills; ability to work independently and adapt to changes.

Special Requirements

• Criminal record check and vulnerable person check; travel throughout the region with a valid driver’s license and vehicle; respond to emergencies; participate in conferences and educational courses as required.

Direct Reports

• General Managers of approximately 5–6 retirement residences.

About Us

At Chartwell, we’re all about Making People’s Lives BETTER: the lives of our residents and their families, and the lives of our employees. We are an equal opportunity employer and welcome applications from a wide range of qualified candidates. If you require assistance with the application process, please email accessibility@chartwell.com or call 1-888-663-6448.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

Other

• Seniority level: Director
• Employment type: Full-time
• Job function: Management
• Industries: Hospitals and Health Care