Senior Vice-President Retirement Operations

Chartwell•Mississauga, ON

47d

About The Position

Chartwell is a Canadian, publicly traded company on the TSX with a market cap of $6.4B. This position oversees the operation of approximately 160 of Chartwell’s owned and managed retirement homes in Ontario, Quebec, British Columbia and Alberta with 26,000 suites and 11,000 staff. Annual revenue is approximately $1.1B. The successful candidate will provide leadership and oversight of a team of 5 Vice-Presidents with responsibility for sales and operations. This person is responsible for meeting or exceeding expected financial, customer service, employee engagement and reputation & risk management results for our retirement properties including operational efficiencies. The person partners with a team of corporate Vice Presidents who provide strategy, support and advice in terms of sales, operational efficiency, marketing, communications, resident care, food service, asset management, lifestyle and programs, human resources/labour relations and policies and procedures. They are a member of the Senior Operations team reporting to the President & Chief Operating Officer of the company.

Requirements

Minimum of 15 years of progressive leadership positions in senior management roles in seniors housing, hospitality, health care or other related organization
Experience driving financial results
Experience managing operational issues as well as driving sales
Experience in M&A integration
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
Graduate of a post-secondary education program in business, hospitality, health care, administration or other relevant program
Demonstrated commitment to continuing education and development
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
Demonstrated skills with respect to M&A integration
Demonstrated management and sales acumen
Ability to hold oneself and others accountable
A commitment to customer service
Ability to coach and mentor staff
Ability to relate to the needs of an elderly population
An understanding of the importance of employee engagement
Ability to work in a high functioning, extremely dynamic team environment
Demonstrated ability to manage risk
Experience in overseeing capex/asset management
Excellent organizational skills with the ability to multi-task
Excellent problem-solving skills
Excellent communication skills both written and verbal

Nice To Haves

Experience in a publicly traded company is an asset

Responsibilities

Ensuring that Chartwell’s retirement homes are dedicated to the Chartwell Experience and effectively implementing our customer experience initiatives
Responding to and investigating resident/family concerns and complaints that are escalated to corporate office or identified through the Retirement Homes Regulatory Authority
Ensuring that the annual Resident Satisfaction Survey results are reviewed and action plans developed and implemented by each home with a focus on continuous improvement
Visiting homes on a regular basis and meeting with General Managers, Managers, Residents and their Families in order to assess customer service
Providing leadership and direction to his/her team of Vice-Presidents using our Guiding Principles and focusing on Accountability for Results
Representing the Retirement Home Platform at senior level meetings and providing operations input on cross functional projects and initiatives
Liaising with his/her team on strategies, initiatives and directives
Setting annual goals for direct reports as well as General Managers, Directors of Operations & Sales
Recruitment and performance evaluation of his/her team of direct reports
Ensuring that the annual Employee Engagement Survey results are reviewed and action plans developed and implemented by each home with a focus on continuous improvement
Development of annual operations and capital budgets
Reviewing monthly financial results and ensuring the team is accountable for their results
Ensuring that financial operations systems are maintained at the properties
Communicating financial implications that arise from our retirement homes
Developing and analyzing the financial implications of properties being considered for repositioning
Overseeing operational due diligence related to the purchase of any new retirement home acquisitions or developments
Ensuring that the homes are managed in accordance with Chartwell’s policies, procedures, administrative systems and overall expectations
Working closely with the Property Management team ensuring that the property assets are well maintained and that capital projects are executed in an effective and timely manner
Ensuring that retirement homes meet the brand experience standards set by Chartwell for sales, food & beverage, care services, housekeeping/laundry services, safety and security and specialized programming (memory living, assisted living) if applicable
Developing strategic new initiatives as per the business planning process and ensuring that new initiatives are effectively implemented
Ensuring the effective operational integration of acquisitions and developments
Ensuring that our retirement homes effectively execute on their marketing plans
Implementing Chartwell’s Sales programs and strategies in our retirement homes
Reviewing sales metrics and ratios and ensuring that General Managers and Retirement Living Consultants are accountable for these key metrics in order to meet or exceed their expected occupancy and revenue results
Overseeing the annual and in-year processes with respect to in-place and market rates including promotions and discounts (if applicable)
Understanding all applicable municipal, provincial and federal legislation that affects our retirement homes
Reviewing the results of government inspection reports and ensuring that deficiencies are addressed in a timely and effective manner
Liaising with appropriate government bodies and provider associations as required
Participating as a Chartwell representative on provider association(s) as required
Other duties as assigned by the President & Chief Operating Officer