Director Operations & Sales- Ontario East (North GTA)

Job Description

The Opportunity
The role of the Director, Operations & Sales, is to oversee and support the General Managers, within a defined portfolio of retirement residences, to meet/exceed their four key results related to financial performance, customer service, employee engagement and managing risk & reputation. Specifically with respect to financial performance they are responsible for meeting/exceeding the Net Operating Income (NOI) in their group of assigned retirement residences. This incorporates top-line revenue including maximizing occupancy and rate along with additional care and ancillary service revenue. They are also responsible for overseeing the operational expenses in their properties, most importantly with respect to workforce management and food costs.

The DOS has access to Chartwell consultants to assist them 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 that are responsible for marketing, communication, asset management, accounting, finance and reporting.
Key Activities
Resident Relations:

The Director, Operations & Sales:

• Ensures that the retirement residences in their region are dedicated to delivering the Chartwell Experience 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 performance and experience.

Leadership:

The Director, Operations & Sales:

• Implements Chartwell's Culture of Accountability for Results which focuses on personal accountability to meet or exceed their 4 key results in each of 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.
• Attends regular provincial and national meetings and strategic planning sessions and educational events.
• Liaises on a regular basis with their homes on strategies, initiatives and directives.
• Recruits, manages and coaches the General Manager and supports them in their role to recruit, manage and coach their management team.
• 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.

Budget & Financial
The Director, Operations & Sales:

• Responsible for meeting/exceeding the Net Operating Income budgeted for each of their residences as well as their region of homes.
• Responsible for working with their Platform Lead and the property management team on the effective implementation of budgeted capital projects in their homes.
• Works with GMs, their VP and corporate office staff to develops annual operations and capital budgets for their region of homes.
• Ensures that property financial statements are correct and that variance reports and the 'My Accountability Tool' are effectively completed by their General Managers in order to improve results.
• 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 including payroll, accounts payable, accounts receivable, resident leases, Yardi CRM etc.
• Communicates financial implications that arise from their 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.

Sales and Revenue:

The Director, Operations & Sales:

• Ensures that General Managers and Sales Consultants (RLCs) are accountable for maintaining optimal occupancy equal to or better than that approved in the operating budget.
• Demonstrates an excellent understanding of each home's suite inventory.
• Effectively manages and maximizes the rates of the suites in their homes in order to optimize occupancy and revenue.
• Demonstrates an excellent knowledge of the market and competition in their region including conducting competitive analysis for the region.
• Ensures that General Managers and Sales Consultants meet their expected sales activity metrics and ratios.
• Ensures General Manager and Sales Consultants are proficient in and effectively utilize Chartwell's sales tools and processes.
• Interprets metrics to drive results; identifies trends and works with General Managers and Sales Consultants to interpret and integrate into residence-specific plans.
• Ensures full delivery of Chartwell's sales strategy to increase market share for the organization's product and service offerings.
• Supports property marketing plan preparation and execution, oversees property marketing budgets and ensures maintenance/upgrading of model and short stay suites.
• Ensures that the homes in their region are meeting/exceeding budgeted care and ancillary service revenue.

Regulatory Compliance:

The Director, Operations & Sales:

• 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:

The Director, Operations & Sales:

• Understands all Chartwell operational programs, policies & procedures in order to ensure that these are implemented and sustained.
• Works effectively with a variety of Chartwell consultants to improve their understanding and knowledge of programs and processes in order to effectively drive the results in their group of retirement residences.
• 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, Yardi, Oracle HCM and Power BI applications and general computer programs.
• Ensures that new initiatives are effectively implemented and sustained in their homes.
• 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
Experience:

The Director, Operations & Sales possesses:

• Minimum of 5 years of progressive leadership positions in management roles in seniors housing, hospitality, health care or other related organization
• 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.

Education:

• Graduate of a post-secondary education program in business, hospitality, health care, administration or other relevant program.
• Demonstrated commitment to continuing education and development.

Skills & Abilities:

The Director, Operations & Sales must possess:

• Ability to work in an environment focused on accountability for results.
• Ability to develop and execute innovative solutions to drive results.
• Demonstrated budgeting and financial analysis skills.
• Demonstrated management acumen.
• Understanding of sales processes, metrics and strategies.
• Demonstrated business acumen and analytical skills.
• Ability to hold oneself and others accountable.
• A commitment to customer service.
• Ability to coach and mentor people.
• 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.
• Demonstrated ability to manage risk.
• Excellent organizational skills with the ability to multi-task.
• Excellent problem-solving skills.
• Excellent communication skills both written and verbal.
• The ability to analyze and interpret information contained in business related documents, write reports and business correspondence and effectively relay/present information accordingly.
• The ability to work independently and set expectations and goals.
• The ability to look for ways to improve and promote quality.
• The ability to adapt to changes, delays, or unexpected events in the work environment.

Special Requirements

• Presentation of criminal record check and vulnerable person check.
• Must be prepared to respond to emergency situations.
• The ability to travel throughout the region on a regular basis including a valid driver's license and access to a vehicle.
• Participation in all conferences and educational courses, as required.

Direct Reports

• General Managers of approximately 5 - 6 retirement residences