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National Director of Resident Experience in Mississauga at Revera

Date Posted: 5/9/2018

Job Snapshot

Job Description

Division: Support Office

Site: Revera Inc.

Site Address: Revera Inc, 5015 Spectrum Way, Mississauga, ON, L4W 0E3

Employment Type: Full Time

Expiration Date: 07/06/2018

 


Reporting to the Vice President of Strategic Operations, the National Director, Resident Experience harnesses our Revera brand, core values and resources to maintain a service culture characterized by the actions, interactions and behaviors of our employees and measured by overall resident and employee satisfaction. S/he represents the voice of the resident with a recognized, industry leading, resident experience program that galvanizes Revera’s stakeholders to continue to achieve our vision.  In addition, the National Director of Resident Experience is responsible for the oversight and implementation of client relations best practices, and provides leadership, mentoring, education and policies to all communities relating to the consistent interpretation, clarification and application of complaints management.

Key Responsibilities

  • Manage and drive an innovative, enterprise wide, resident experience program to enhance the overall resident experience throughout the organization;
  • Consistently apply Revera’s brand and core values to continue to mobilize all employees toward the achievement of our company vision;
  • Continue to identify the many drivers of resident experience; accurately measure and link their impact to strategic plans and business results, and uncover insights to drive results for our residents;
  • Leverage analytics to drive results, improve customer loyalty and enhance the overall resident experience;
  • Manage and create as appropriate, plans to effectively execute service excellence initiatives and training, in conjunction with system priorities, plan and strategy, and oversee the effective management of a consistent resident experience;
  • Provide requisite tools, plans, leadership, guidance and staff development to articulate and demonstrate expectations for delivering an exceptional resident experience;
  • Drive process improvements, focused on delivering an ideal resident experience and promote the use and implementation of technology in the workplace in order to streamline operations, facilitate communication, and optimize work processes;
  • Foster a high level of collaboration within a high matrix environment in order to actively assist in driving culture change;
  • Champion, model, and promote service excellence philosophies and behaviours across entities. Work very closely and ensure tight alignment with system level strategy, plans and tools to enhance the overall resident experience;
  • Collaborate with management teams to evaluate resident survey data related to resident experience to identify and implement opportunities for improvement;
  • Function as an integral member of the leadership team, serving in an advisory capacity to applicable staff. In collaboration with other team members, direct and provide oversight regarding the service excellence culture and plans that are tightly aligned with the system;
  • Act as escalation point for issues management; communicates with complainant to ensure the voice of the resident is being heard and responded to effectively;
  • Provides support to our C-Suite for resident escalations; provides “white glove” customer service to manage the client relations experience;
  • Act as a standard-bearer for world-class customer service and a role model to our Revera employees and leaders;
  • Contributes to broader business objectives through participation in cross-functional projects;
  • Lead the Revera team in identifying trends in resident satisfaction, risks, and opportunities;
  • Participate in industry groups and professional associations to gain insight and provide thought leadership toward the development of customer experience;
  • Demonstrate an understanding of emerging technologies, trends, and channels related to customer experience and how they influence customer satisfaction;
  • Uphold and promote the organization’s values and philosophy relating particularly to ethics, morality, and integrity as set out in Revera’s Code of Conduct; and
  • Other related duties as assigned.

 

Qualifications

  • Minimum 10 years customer experience and/or customer experience consultant experience, ideally in the hospitality or healthcare industry;
  • Bachelor's degree in business, communications; MBA is considered an asset;
  • Proven ability to develop experience-focused customer care solutions;
  • Solid understanding of multi-channel solution building, with emphasis on emerging channels and technology;
  • Proven track record of success building and managing teams in a fast paced, growth environment;
  • Ability to work collaboratively with internal stakeholders;
  • Demonstrated strong interpersonal and communication skills;
  • Superior organizational skills and demonstrated follow through; and
  • Self-motivated and prepared to work in a dynamic, innovative and regulated environment.