Reporting to the Director, Planning & Standards, the Office Management Business Partner is the Retirement division's subject matter expert (SME) for the Office Manager (OM) function. This role provides critical support to OMs across the division related to resident accounts and billing, payroll and scheduling, employee and resident records, new team member onboarding, and reception/concierge oversight at each Retirement Residence.
The Office Management Business Partner provides thought leadership, builds and maintains the standards and resources OMs rely on, and runs structured, ongoing education so the function operates consistently and at a high standard of practice across the division.
How You'll Succeed:- Act as the Retirement division's SME on the full scope of the Office Manager function, including resident accounts/billing, payroll (Ultipro), scheduling, records management, and reception/concierge oversight.
- Identify recurring or systemic issues across sites and lead the redesign of processes, tools, or standards to resolve them at the root.
- Stay current on relevant legislative and regulatory requirements (e.g., RHRA, RHA) and translate changes into updated OM guidance.
- Own and continuously strengthen a library of intuitive, practical guides, job aids, playbooks, and reference materials that enable OMs to independently navigate business office processes and resolve routine questions.
- Maintain and evolve standard templates, policies, and documentation covering resident billing, payroll/scheduling processes, and records compliance.
- Provide direct one-on-one support for issues that require SME-level expertise.
- Identify trends in questions and escalations, and translate recurring themes into new or improved resources, tools, training, and self-service content.
- Design and deliver ongoing, structured training sessions for OMs across the division.
- Travel to sites to conduct in-person onboarding for newly hired OMs, ensuring they are equipped with the tools, resources, and foundational knowledge to operate independently early on.
- Travel to sites to conduct occasional audits, reviews, and in-person observation of OM practice to confirm alignment with organizational standards and regulatory requirements.
- Build a training calendar and curriculum that evolves with system changes (Yardi, Ultipro, ADP, PCC, etc.) and regulatory updates.
- Update the Care Home Information Package (CHIP) to reflect rate changes on an annual and quarterly basis, as well as lease updates.
- Partner with HR, Payroll, Finance, and IT teams on initiatives, system changes, or process updates that affect the OM function.
Who you are:- Bachelor's degree in Business Administration, Accounting, or a related field, or equivalent practical experience.
- 5+ years experience in office management and/or General Manager, or in an equivalent site-level administrative or operational role, is required.
- Retirement, Seniors Housing, or broader senior care sector experience, including its operational and regulatory environment, is required.
- Working knowledge of Ultipro, Yardi, or equivalent systems used within the OM function is an asset.
- Strong analytical and root-cause problem-solving skills; able to identify systemic issues and design durable solutions rather than one-off fixes.
- Excellent relationship-building and influencing skills; able to guide and align stakeholders without direct authority.
- Strong facilitation and training-delivery skills, with the ability to translate standards into clear, usable guidance.
- Exceptional organizational skills and attention to detail.
- Experience building standards, policies, playbooks, or resource libraries.
- Experience working with Microsoft Suite (Word, Outlook, Excel, PowerPoint, etc.)
- Ability to travel to sites as required.
What you need to know:- The salary range for this position is: $80,839.00 - $101,049.00
- This is an on-site position at our Shared Support office in Markham with occasional travel to homes
- Any offer of employment will be conditional upon a criminal background and references check.
- This posting is for an existing position
- Sienna Senior Living may utilize artificial Intelligence to screen or assess applicants for this position.
