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Chartwell Corporate Office

Vice President Operations & Sales, Ontario

Job Type: Full-Time
Date Posted: November 12, 2013

Reporting to the Chief Operating Officer and member of the Senior Operations team, the Vice President Operations & Sales, Ontario will oversee the operation of approximately 40 to 45 of Chartwell’s owned and managed retirement homes in Ontario.  Leading a regional team that includes expertise in operations, sales and project/asset management, the incumbent will be responsible for meeting or exceeding expected financial, customer service, employee engagement and reputation and risk management results for these properties.  The successful candidate will partner 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. 

The successful candidate’s key activities will include, but are not limited to, the following:

  • Ensuring that the retirement homes in his/her platform are dedicated to Chartwell’s Service Philosophy and Service Standards;
  • 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 Directors and Managers who have expertise in operations, sales and project/asset management within Chartwell’s Culture of Accountability for Results;
  • Representing their platform at the Senior Operations Committee and the operations on committees, task forces etc;
  • Liaising with his/her homes on corporate strategies, initiatives and directives;
  • Recruitment and performance evaluation of his/her team of direct reports;
  • Final interviews of all General Managers hired for his/her homes;
  • 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 for his/her platform of homes;
  • Reviewing monthly financial results and holding their team accountable for his/her results;
  • Ensuring that financial operations systems are maintained at the properties;
  • Communicating financial implications that arise from his/her platform of homes;
  • Undertaking due diligence related to the purchase of any new homes that may become part of his/her platform including approving acquisition proformas;
  • Ensuring that his/her platform of homes effectively execute on their marketing plans;
  • Implementing Chartwell’s Sales programs and strategies in his/her homes;
  • Reviewing sales metrics and ratios and ensuring that General Managers and Sales Consultants are held accountable for these key metrics in order to meet or exceed their expected occupancy and revenue results;
  • Understanding all applicable municipal, provincial and federal legislation that affects his/her 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;
  • Ensuring that the homes are managed in accordance with Chartwell’s policies, procedures, administrative systems and overall expectations;
  • Ensuring that new initiatives are effectively implemented;
  • Ensuring that the property assets are well maintained and that capital projects are executed in an effective and timely manner;
  • Other duties as assigned.

The ideal candidate will possess:

  • Minimum of 10 years of progressive leadership positions in senior management roles in seniors housing, hospitality, health care or other related organization;
  • Graduate of a post-secondary education program in business, hospitality, health care, administration or other relevant program;
  • Experience driving financial results;
  • Experience managing operational issues as well as driving sales;
  • 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;
  • 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 management and sales acumen;
  • Ability to hold oneself and others accountable, with commitment to customer service;
  • Ability to coach and mentor staff and an understanding of the importance of employee engagement;
  • Ability to relate to the needs of an elderly population;
  • Ability to work in a high functioning, extremely dynamic team environment
  • Demonstrated ability to manage risk;
  • Experience in overseeing capex/asset management;
  • Excellent problem solving and organizational skills with the ability to multi-task;
  • Excellent communication skills both written and verbal
  • Availability to travel on business (required).

Please quote reference number: A3OR-VPOS


Please forward your cover letter and resume, in confidence, to:
Human Resources, Corporate Office

We thank all applicants for their interest in Chartwell Retirement Residences.
Please be advised that only those invited to an interview will be contacted. No phone calls, please.

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