KEY RESPONSIBILITIES AND DUTIES:
The Operations Manager is responsible and accountable for tasks including, but not limited to: • Monitor Home Managers performance against goals to ensure that progress is being made, and that corrective action is taken if necessary • Meet regularly with Home Managers; facilitate resolution of issues/problems between business units and/or departments • Responsible for appropriate staff levels to meet requirements of each Home • Responsible for performance management of Home Managers 2 • Manage the morale of Home Managers by setting and demonstrating a strong business ethic dealing with employees, suppliers, and residents • Enhance and develop policies, procedures, and service systems to the goals of CPOA • Budget preparation and monitoring of Homes P&L • Monitoring financial performance to ensure that each Home is meeting or exceeding budgetary commitment • Develop and implement strategies around improving the financial performance of each Home • Handle enquiries and complaints which are escalated and present options to solve issues of concern • Examine reports to determine the operational activities of the organisation and ensure optimum performance • Ensure that all reporting employees adhere to company policies and procedures • Develop policies and procedures related to Operations and Services • Develop, foster and maintain excellent working relationships with colleagues, staff, residents and service providers • Ensure all repairs and maintenance requests and renovations are practical, legal and affordable • Investigate and recommend appropriate furnishings/equipment for CPOA Homes • Negotiate and oversee supplier contracts • Investigate new revenue generating business ventures and space utilization • Assist Home Managers with any client complaint matters, hours of operation recommendations and policy or procedure issues • Update the COO on a regular basis • Perform other duties as required • Coordinate communication between Head Office, Residents’ Committees, Home Management Committees (and Chairpersons) and Line Management • Attendance at Residents Committee meetings (Ad Hoc) • Attendance at Home Management meetings (chairing of meetings in the absence of Chairperson) • Attendance at AGM’s (Chairing of AGM in the absence of Chairperson) • Attend and report to Manco quarterly.
QUALIFICATIONS AND EXPERIENCE:
The following qualifications and experience are required for the position: • Bachelor’s degree with preference given to a Bachelor of Commerce or Business administration degree, or an equivalent Certificate would be advantageous • Five or more years previous management experience with proven leadership abilities • Project Management, Certified Facility Management or Facility Management Professional courses would be an asset • Effective leadership skills, with a strong focus on operations and business processes • Able to identify key issues; creatively and strategically overcome internal challenges or obstacles • A clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization • Effective attention to detail and a high degree of accuracy • High level of integrity, confidentiality, and accountability • Sound analytical thinking, planning, prioritization, and execution skills • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills • Strong budgetary knowledge and experience in spending control/tracking • Excellent interpersonal and communication skills, (verbal and written) with competent decision-making ability • Strong organizational and time management skills • Previous experience in negotiation of business contracts and leases • Expertise in all aspects of business operations including customer service, inventory control, accounting, strategic planning, human resources, and general management • Expertise in building management, operations, and maintenance • Demonstrates strong initiative and generation of ideas, development, and implementation of proposals for improved services, efficiencies and revenue generation • Self-motivation and the ability to take initiative and multitask • Ability to manage multiple assignments and meet deadlines
