Job Description

The Opportunity
The role of the Sr. Director, Operations and Sales (the "Senior Director") is to oversee the operations of a defined portfolio of retirement residences that require significant operational focus due to factors including operational complexity, advanced care services, new acquisitions and lease-ups, and operational transitions.

The Senior Director's primary responsibilities are to meet/exceed their four key results related to financial performance, customer service, employee engagement and managing risk and 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 and other controllable expenses. In addition, they are responsible for ensuring that LTC and AL operations in their assigned residences operate effectively and efficiently, meeting all regulatory guidelines, operational policies, and accreditation standards.

This position supervises Directors, Operations and Sales (the "DOS"), who directly oversees and supports the General Managers within the portfolio. As a team, the Senior Director and the DOS develop specific and focused operational strategies and implement these plans in their portfolio of homes. They have access to Chartwell consultants to assist them with sales strategy, care service and quality, food and beverage service and quality, activities and programming, resident experience, administration, human resources, labour relations, and operational efficiency. Effective implementation and sustainability of Chartwell's strategies, programs, policies and procedures are the responsibility of the Senior Director and the DOS. The Senior Director also works with a team of corporate employees that are responsible for marketing, communication, asset management, accounting, finance and reporting.
Key Accountabilities

• 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 the planning, implementation and evaluation of all programs in the properties in their region meet the needs of residents.
• Responds to and investigates resident/family concerns and complaints as directed by the Vice President, Operations and Sales
• Provides leadership of Chartwell's Culture of Accountability for Results which focuses on personal accountability to meet or exceed the 4 key results for their region.
• Visits homes on a regular basis and meets with the Director Operations and Sales, General Managers, Managers, Residents and their Families in order to assess performance and experience.

Operations Leadership:

• Provides leadership and direction to the Director Operations and Sales 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 with the Director Operations and Sales on a regular basis regarding their homes on strategies, initiatives and directives. Ensures that each of their homes are trained and compliant with, and regularly using Chartwell's management tools (e.g., MAT tool, WFA, etc.)
• Recruits, manages and coaches the Director Operations and Sales and supports them in their role to recruit, manage and coach their residence management teams.
• Represents Operations on committees and task forces as required.
• In collaboration with the Vice President, Operations and Sales.
  • Develops annual operations and capital budgets for the region's residences,
  • Reviews monthly financial results and works with the operations team to meet or exceed results,
  • Ensures that financial operations systems are maintained for the region's residences.
• Communicates financial implications that arise from their region of homes.
• Follows Chartwell's signing and delegation authority policy and ensures that the Director Operations and Sales is implementing financial control policies.
• Executes on expectations of acquisition or development proformas.
• Effectively repositions residences that are requiring operational transitions.
• Understands and provides input on all Chartwell operational programs, policies & procedures as it relates to the Western Platform.
• 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.
• Has an excellent working knowledge of Microsoft, Yardi, Oracle HCM and Power BI applications and general computer programs.
• 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.

Care Operations Leadership:

• In consultation with the regional care team, the Senior Director and DOS provide clinical oversight and expertise as it relates to LTC, AL, and memory living programs and liaises with government representatives and associations, as necessary.
• Possesses a strong working knowledge of applicable legislation related to property operations and clinical expectations.

Sales Leadership:

• Provides leadership and direction to the Director Operations and Sales in their region with respect to all aspects of sales management including:
  • Maintaining optimal occupancy in their region equal to or better than that approved in the operating budget.
  • Effectively managing the rates of the region in order to maximize revenue.
  • Interpreting sales metrics to coach the Director Operations and Sales on areas of focus
  • 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.

Qualifications
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.

Experience:

The Senior Director Operations & Sales:

• Minimum of 10 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.

Skills & Abilities:

• 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

• The ability to travel on a regular basis including a valid driver's license and access to a vehicle.
• Participation in all conferences and educational courses, as required.

Working Conditions

• Work is generally performed in an office environment.>
• Regular travel required.