Job Description

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Regional Director of Operations
Amica Support Office
Full Time, Permanent
Established in 1996, Amica Senior Lifestyles owns and operates over 30 senior living residences in British Columbia and Ontario, while continuing to grow in select markets. We offer Independent Living (IL), Assisted Living (AL) and Memory Care (MC) lifestyle options, along with Long Term Care (LTC) in BC. We combine expert care with unparalleled premium hospitality and amenities for a personalized senior living experience.
At Amica, our values are at the heart of all we do. We are privileged to spend our days enriching the lives of seniors, their families and each other. We celebrate diverse perspectives, lived experiences, and we are committed to fostering an inclusive environment where everyone feels they belong.
We welcome applicants from all backgrounds, including those of all religions, ethnicities, people of diverse sexual and gender identities and expressions, Black, Indigenous, Racialized People, and Persons with Disabilities.
Become part of a team where you can make a real impact in the lives of others each and every day.
The Opportunity
The Regional Director of Operations leads the overall operation plans for a group of residences and supports the Regional Sales Manager, General Managers and Residence leaders to enable the highest resident satisfaction through operational excellence and brings our culture to life to deliver a best in class team member experience. You will lead and oversee the financial, human resources, sales, and operational success of your residences and ensure that targets are achieved or exceeded. You are passionate about maintaining and exceeding operational excellence in your regions' residences and will ensure that General Managers maintain all brand standards and policies. Team member growth is a key value at Amica and the Regional Director plays a leadership role in identify, developing and promoting internal talent.
What you will be doing

• Work with regional specialists to ensure each residence delivers the appropriate branded marketed services to all residents
• Ensure all budgeted line items meet revenue and expense targets so that net operating income is met or exceeded
• Regularly visit the residences across the assigned region to evaluate operational effectiveness, including compliance with set standards, policies, and procedures and general observations of resident services operations

People leadership

• Hire, train and provide feedback to the General Managers and Regional Sales Manager and conduct their annual performance appraisals.
• Work with General Managers to ensure all Team Members and residence leaders are developed, trained, motivated and evaluated for annual job performance reviews
• Assist in the root cause analysis and action planning on all people metrics (i.e. Engagement, Turnover etc.)
• Work closely with People Development Partner to ensure effective leadership, policy interpretation and that effective Team member relations practices are followed
• Ensure all residences actively forecast staffing needs and ensure strong recruitment practices to minimize open positions and shifts

Corporate Budget and Administration

• Support General Managers to oversee and monitor all planning and execution of residence budgets including CAPEX projects.
• Adjust operational strategies to facilitate financial targets throughout the year
• Lead the Regional Sales Manager in driving occupancy and overall revenue
• Clarify, discuss and document all performance concerns with both the Community Relations Directors and their respective General Managers with regards to occupancy levels, rate growth and overall revenue.

Special Events and Public Relations

• Assist Regional Sales Managers, General Managers and Community Relations Directors as required with their events hosted on and off site
• Represent Amica with local chamber of commerce, provincial government authorities, emergency response teams, media relations, etc.

Resident Relations

• Collaborates with relevant stakeholders in the continuous identification and implementation of best practices, and the development and implementation of processes, technologies and sustainable practices
• Ensures the assigned region's internal control framework is complete, effective, sustainable, and in compliance with internal policies, the regulatory environment and department standards.
• Collaborate with stakeholders across the organization to identify and prioritize harm reduction opportunities, develop specific mitigation plans, monitor compliance of these plans and evaluate their outcomes
• Monitor Resident operating metrics to contribute to product refinements and manage process to root cause and process deficiencies
• Acts as the focal point of escalation for Resident issues and incidents

What we're looking for

• You are an experienced operations leader willing to go the extra mile to make a difference with team members and residents, with a minimum of five years of experience in a operational leadership role.
• You have a proven track record of inspiring and coaching teams to success using your influencing skills and a collaborative approach
• You love to learn. You have a growth mindset and are passionate about growing your knowledge and skills in the Senior Living and care industry
• Demonstrated ability to think critically, creatively, and strategically to find solutions
• Good understanding of Profit and Loss (P&L) and business management (pricing, financial reporting, census measures, budgets, etc.)
• Advanced written and verbal skills for effective communication and the ability to facilitate group presentations
• Proficiency in computer skills, Microsoft Office (Windows, Outlook, Excel) & various applications with the ability to learn new applications
• University degree in related field preferred
• Ability to travel frequently in geographic regions

What you can expect from us

• A diverse and inclusive environment where individual differences are celebrated, and you're encouraged to be your best self
• A collaborative environment where we work together to succeed as a team
• Learning opportunities to help you grow and support for professional development and designations
• Comprehensive benefit package including RRSP matching

Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
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