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The Opportunity 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.

Job Description 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.

Key Activities Customer Experience

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

Leadership

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

Budget & Financial

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

Operational and Administrative Systems

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

Marketing & Occupancy/Rate

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)

Regulatory Compliance

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





Other duties as assigned by the President & Chief Operating Officer

Qualifications Experience

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

Experience in a publicly traded company is an asset

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

Skills & Abilities

Ability to work in an environment focused on accountability for results

Ability to develop and execute creative 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

Special Requirements Travel on business is a requirement of this position

Direct Reports

Vice‑President Operations & Sales, Western Canada

Vice‑President Operations & Sales, Ontario East

Vice‑President Operations & Sales, Ontario West

Vice‑President Operations & Sales, Ontario Focused

Vice‑President Operations & Sales, Quebec

Executive Assistant

About Us At Chartwell, we’re all about Making People’s Lives BETTER: the lives of our residents and their families, and the lives of our employees. Join an exceptional group of diverse, inspiring, and caring people who are empowered to provide personalized, human experiences for our residents and staff through the connections they make every day within our communities. Chartwell’s commitment to diversity and inclusivity is a commitment to hiring people whose skills and abilities contribute the most to the success of the organization and who reflect the communities in which we live and work. We are an equal opportunity employer and welcome applications from a wide range of qualified candidates, including people with disabilities. If you have questions or require assistance with the application process, please email [email protected] or call 1-(phone hidden). We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

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Apply on Kit Job: kitjob.ca/job/2g9dy4

📌 Senior Vice-President Retirement Operations (Mississauga)
🏢 Chartwell Retirement Residences
📍 Mississauga