Retirement Village Manager

POSITION PURPOSE
To provide high quality and holistic customer service and management to the Retirement Village and/or housing residents on a day-to-day basis by managing all aspects of independent living accommodation including the coordination of maintenance, refurbishment work, sales and leasing and resident activities
with the relevant teams.

To ensure that all organisational and regulatory requirements are met and to liaise effectively with colleagues across all service streams including Sales, Finance, Asset Management and Building Development.

POSITION OBJECTIVES
• To enhance the health, happiness, and wellbeing of residents.
• To create a welcoming environment and develop and maintain strong relationships with residents, providing in depth orientation for new residents and co-ordinating village activities.
• To facilitate the independent living of residents by delivering on-site services in line with organisational processes and policies.
• Ensure the village/s are maintained at the level required to deliver a high-quality standard of living
for residents by coordinating with Asset and Minor Works Teams.
• To maintain optimum occupancy levels by undertaking liaison with Sales Team and implementing new sales initiatives in conjunction with Sales Team.
• To support village operation by managing client information systems.

KEY RESPONSIBILITIES
1. Financial Management
• Liaise with sales team and review sales activity outcomes as a means to maintain optimum village occupancy.
• Ensure that activities within the scope of responsibility are performed in accordance with independent living village operations.
• Negotiate and maintain operational contracts
• Annual budget development input with finance team and negotiate budget acceptance with resident committees and residents where the is no committee.
2. Operational Processes
• Manage the day-to-day operations of the Village(s).
• Ensure that village operation complies with all regulatory and reporting requirements.(including HSW and the Retirement Villages Act and Regulations)
• Manage resident correspondence, issues raised and complaints.
• Coordinate all maintenance, grounds & gardens, cleaning, pest control, waste service requirements.
• Ensure that appropriate communication systems are in place to respond to enquiries, sales enquires, resident issues and complaints and correspondence.
• Ensure that all accommodation units have appropriate emergency response system (Vital Call), fire equipment, evacuation plans and emergency procedures. Ensure regular audits and the necessary training courses are conducted.
• Undertake corrective action for any reactive repairs and maintenance and coordinate maintenance projects including establishing budgets, financial reporting, and engaging contractors.
• Maintain awareness of and fulfil responsibilities, authorities and accountabilities as defined by the organisation’s health, safety, and wellbeing management system.
• Participate and comply with all quality management systems and processes.
3. Client Relationship
• Refer residents who may need support to the Welfare Officer.
• Welcome and provide orientation for new residents.
• Enable village activities including social, transport, healthy living, and safety matters.
• Support resident activities including the resident’s committee and attend meetings as requested.
• Maintain a high standard of conduct and work performance to promote our reputation with key internal and external stakeholders.
4. People Leadership
• Contribute to a culture of openness, feedback, and productivity.
• Positively model the organisation’s Code of Ethical Behaviour.
• Model the values Human Touch Retirement of respecting and valuing the inherent dignity and uniqueness of each person, celebrating diversity, passionately pursuing social justice and inclusion.
• Take care for the safety of yourself and others at all times and undertake work in a safe manner in accordance with policies, procedures, and instructions (written or verbal).

KEY PERFORMANCE INDICATORS
Operational Processes
• Ensure all regulatory & reporting requirements are met for village operation.
• Ensure all maintenance jobs are completed accurately and in a timely manner.
• Ensure resident activities are organised in line with organisational guidelines.
• Ensure systems and processes are reviewed to ensure currency and compliance
Client Relationship
• Achieve at least 90% clients surveyed are satisfied with service
Financial Management
• Achieve financial targets established by the annual budget process.
• Achieve Village occupancy within optimum range 95 – 100%.

PROFESSIONAL SKILLS AND KNOWLEDGE
Qualifications
• Management related qualifications.
• Relevant tertiary qualification in an appropriate discipline is desirable.
Skills
• Demonstrated ability to adapt and innovate in a changing environment
• Demonstrated high level verbal and written communication skills
• Proven ability to meet and exceed customer satisfaction levels
• Proven ability to develop and lead a team.
• IT skills with common software suites (Word, Excel, PowerPoint, CRM, SharePoint etc)
Experience
• Experience in delivery of quality customer service.
• Industry experience in the housing/accommodation management industry.
• Understanding of, and experience working under the Retirement Villages Act and Residential Tenancies Act.
• Previous management experience.