General Manager - Richmond Hill, Canada - Home Instead

Description

The General Manager is expected to perform a variety of duties that relate to client care and service delivery:

➢ They are expected to be accountable for providing the highest level of quality service to all CAREGivers, clients and family members by effectively managing the service delivery group to ensure we meet, if not exceed, our customers' needs through commitment to service excellence

➢ The General Manager is responsible to expand and drive all aspects of the business through the development of a culture revolving around continuous improvement, Key Player mentorship & growing Home Instead's reputation in the community. Furthermore, the General Manager is accountable for all aspects of business development resulting in sales growth and achievement of world class net promoter scores.

• They continuously evaluate the Business Plan with the service delivery group to ensure high quality care, client satisfaction and to move the business forward to achieve projections through building and maintaining senior-level customer relationships through consultative selling while promoting Home Instead from a partnership perspective

➢ They are responsible for the Recruitment and Retention of quality CAREGivers, the development of the CAREGiver skills and ensuring their satisfaction within our organization which is paramount to quality service delivery

➢ They are responsible for the delivery of compatible CAREGivers to our clients in a swift and prompt manner

➢ They are responsible to ensure a robust Quality Assurance program is executed and accomplished whereby identifying areas of opportunity to increase service hours, selling in a service culture and develop strong relationships with the RPN's in our community by being responsive to their needs

➢ The General Manager is responsible for the overall health of the organization and the culture within the office. This will be accomplished in many ways but primarily through supportive leadership where the General Manager is continually coaching and mentoring the team and setting good examples of service excellence, behavior and positive attitude

Ultimately, the General Manager is accountable and responsible for the growth of our reputation in the community, Key Player growth & team performance, growth of business sales and the growth of quality service and CAREGiver & client satisfaction.

Primary Responsibilities:

• Ensure that yourself and your department build trust by reflecting the Brand Promise of

Home Care Inc. an independently owned and operated Home Instead franchise):

We will deliver, without exception, on every commitment we make to you and your loved ones.

• Reflect our Guiding Principles in every encounter to allow us to exceed every expectation of our CAREGivers & clients:

Lead Operations:

• Adhere to all procedures as mandated by our Quality Management System.
• Adhere to all Home Instead Franchise Standards.
• Develop and manage the annual franchise operational plan and budget.
• Achieve the annual operational plan's revenues, gross profit, profitability and other operational goals by the stated milestones.
• Ensure that all key business indicators are met or exceeded including sales growth, CAREGiver to client ratio, conversion, close, DSO, client and CAREGiver satisfaction and CAREGiver turnover.
• Develop and manage all critical numbers of the business and report them to the Vice President, Operations.
• Manage outcomes of all department activities and direct changes that will drive achievement of operational goals.
• Meet with families and perform care consultations
• Provide leadership and management of all Key Players which affect operational efficiency and achievement of the operational goals.
• Meet weekly for team meeting & chair daily huddles with the team each day at the same time for consistency.
• Meet with each direct report for a 1:1 weekly for 45 minutes.
• Participate in all CAREGiver meetings.
• Develop and implement quarterly accountability meetings with each key player focusing on their growth and development.
• Manage, mentor and coach each member of the operational staff to ensure the needs of the client, employee, and company are consistently being met.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are implemented and communicated to all employees.
• Support and maintain our high standards for process and improvement set forth in our Quality Management System while making certain the day to day operations and tasks are in full compliance of the procedures.
• Develop relationships with referral providers in residences where our clients and potential clients reside (retirement,
• LTC, hospice, hospital)
• Perform all phases of consultative sales process, including preparation and documentation, with all Care Consultations and Quality Assurance visits to ensure your confidence in your recommendation of appropriate Home Instead services and additional community resources
• Maintain and nurture existing referral accounts, including follow-up, as necessary.
• Travel in all areas of exclusive territory, prioritizing where support is required most
• Adhere to all procedures, specifically Care Consultations, Monitoring & Measurement of Service – Quality Assurance,
• Petty Cash Management, First Visit, and Service Complaints, as mandated by our Quality Management System
• Ensure the needs of the client, family, employee, and company are consistently being met
• Meet with potential clients and family members to discuss their needs and provide solutions in the form of a plan of care
• Work with other team members to coordinate various aspects of a client's care
• Complete Care Consultations for clients, prepare the care plan, and enter and maintain client records in our operations system
• Conduct client/CAREGiver introductions with every new client
• Be an active member of the Service Excellence team as we strive to be a world class customer service organization.

Lead Business Development & Sales strategies:

• Develop the on-going 12-month strategic plan to:

1. Establish plan to execute introductions and meetings with retirement home leadership teams, LTC and referral providers in the community

2. Through detailed discussions, understand challenges and needs of the above healthcare organizations

3. Develop relationships with senior management and create trust

4. Create partnership programs with healthcare organizations to gather data and provide value to home care

5. Negotiate referral partnerships or contracts

• Execute sales process driven by "top-down" strategy; document all phases of sales process, including preparation, successes, diagnosis and recommendation results; manage the sales process through completion for preferred partnerships.
• Manage the Client care to ensure they are maintaining ongoing communication and a consistent follow-up schedule with clients and families.
• Ensure client/CAREGiver introductions are completed with every new client.
• Embrace the new client nurturing process and ensure its effectiveness to the highest potential.
• Manage the Staff Coordinators that they are coordinating various aspects of a client's care & ensuring the ideal candidate has been selected for the assignment.

Additional responsibilities:

• Be available to travel and attend certain Home Instead trainings and events, such as Convention, annually.
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively.
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines.
• Must have the ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making.
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures.
• Must have the ability to establish good working relationships with office colleagues, the franchise owner, Vice President, clients and the community.
• Must have the ability to be a step ahead of the Key Player team in presenting a professional appearance and demeanor so they can follow the General Manager's lead.
• Demonstrate consistent logic, rationality, objectivity, and common sense in decision making while anticipating the consequences of decisions. Discerns when there is a need for quick decisions or more thorough assessments.
• Generate new & creative approaches to problems or original modifications (innovations) to established approaches.
• Maintain and establish strong relationships with neighboring franchise owners.
• Other duties as assigned by the Vice President, Operations.
• Report directly to the Vice President, Operations.
• Inviting qualified candidates from within Canada

Job Types: Full-time, Permanent

Pay: From $60,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off
• RRSP match

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Work Location: In person

Expected start date: