Job Description

Operations Manager – Extendicare Hillcrest Place

As the Operations Manager, you will contribute to Extendicare's purpose of Helping People Live Better by leading all business and administrative functions in a longterm care home. You will lead and mentor administrative staff while working closely with the Executive Director and leadership team to support the home’s daily operations. This role is accountable for the home’s financial management, payroll and benefits, scheduling and workforce administration, and other key administrative processes, with a focus on compliance with company and regulatory requirements. Through your leadership and problem-solving skills, you will drive efficiencies and foster a welcoming environment for residents, families, and employees.

Key Outcomes:

• Ensure accurate and timely completion of key Human Resource (HR) processes, including employee lifecycle updates, bi-weekly payroll, scheduling, and benefits. Serve as the in-home subject matter expert for these functions.
• Oversee resident billing accounts and collection processes to ensure timely payments and accurate record-keeping.
• Support the home’s financial health by proactively managing budgets, monitoring spending, and meeting financial targets. Regularly review financial reports to identify and investigate variances and take timely action to resolve issues and improve accuracy.
• Maintain compliance with provincial legislation, company policies, regulatory standards, and collective bargaining agreements across all administrative and financial functions within a unionized environment.
• Lead and develop a high-performing administrative team that demonstrates Extendicare’s values and delivers exceptional service to our residents, families and employees.

Key Responsibilities:

• Financial Acumen – Lead and execute financial tasks such as processing payments, coding time and expenses, managing resident accounts and collections, and maintaining accurate records for banking, petty cash, and provincial funding.
• Analytical Thinking – Review and interpret payroll, scheduling, budget, financial and HR data to ensure accuracy, identify trends, flag discrepancies, and provide insights that support strategic and cost-effective decisions, while recommending and implementing corrective actions as needed.
• Customer Service - Support residents, families and employees by acting as primary contact for financial or HR inquiries, resolving issues with empathy and professionalism.
• Lead – Supervise and coach the administrative team, fostering a highperforming, service-oriented, and collaborative office environment. Manage new employee onboarding activities.
• Collaborate – Partner with the Executive Director, home leadership, union partners, regional teams and head office resources to support daily home operations and contribute to a collaborative, solution-focused environment.
• Maintain – Oversee employee files, HR documentation, learning completion, business processes, and office workflows, ensuring accuracy, confidentiality, and compliance with provincial legislation, company policies, collective bargaining agreements and regulatory standards.
• Continuous Improvement – Enhance efficiency and performance by streamlining back-office processes, applying data insights, and supporting ongoing home initiatives, projects and local implementation of corporate projects.
• Values Alignment – Promote Extendicare’s Mission, Vision, and Values by demonstrating integrity, respect, and a commitment to residents’ rights.
• Flexibility – Assume additional responsibilities or tasks that are unique to a specific home or are temporary in nature.

Required Education, Credentials and Experience:

• Post-secondary education in Business Administration, Accounting, or Human Resources.
• Proficiency in Microsoft Office Suite (Word, Outlook, Teams, SharePoint) and advanced proficiency in Microsoft Excel.
• Demonstrated working knowledge of cloud-based systems such as Workday and PointClickCare preferred.
• 3-5 years of experience in business or office operations preferred; experience in long-term care or healthcare is an asset.
• 2-3 years of supervisory or people leadership experience preferred.
• Demonstrated expertise in HR, payroll, benefits administration, scheduling, accounts receivable/payable, and a strong working knowledge of practices within a unionized environment, including the interpretation and application of collective agreements.
• Proven ability to apply organizational skills, analytical thinking, and attention to detail while maintaining superior customer service in a fast-paced, multifunctional environment.
• Demonstrated ability to manage multiple priorities under tight deadlines.
• Must provide a complete and current (within six months) Vulnerable Sector Check (including a Criminal Background Check) or be willing to obtain one.

Core Competencies:

• Computer Skills and System Proficiency
• Multi-tasking and Prioritizing
• Financial Acumen
• Customer Service and Communication
• Analytical Thinking
• Time Management
• Attention to Detail
• Relationship Management
• Change Management

Attributes of an Effective Leader:

• Strategy Development: Understands the organization’s strategy and sets priorities to make it happen.
• Self-Motivated and Results Driven: Takes ownership and holds themselves and others responsible for delivering high-quality, timely, and cost-effective results.
• Collaboration: Inspires a collaborative team environment and works effectively with others with the ability to influence.
• Effective Communication: Actively listens, seeking to understand all perspectives and communicates with respect.
• Problem Solving: Recognizes and takes ownership to resolve issues outside of clear role mandate.
• Builds High Performing Teams: Builds the capability of individuals and teams through continuous feedback, coaching, and a commitment to learning and development.
• Data Analytics & Continuous Improvement: Uses data to identify and measure performance and develop solutions to motivate improvement.

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning
• Opportunities for advancement and career growth within the organization
• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
• Employee Family Assistance Program
• Robust benefits package

Extendicare is a leading provider of care and services for seniors across Canada, operating under the Extendicare, ParaMed, Extendicare Assist, and SGP Purchasing Network brands. We are committed to delivering quality care to meet the needs of a growing seniors’ population, inspired by our mission to provide people with the care they need, wherever they call home. We operate a network of long-term care homes (both owned and under management contracts), deliver over 11 million hours of home health care services annually, and provide group purchasing services to third parties representing approximately 150,000 beds across Canada. Extendicare proudly employs nearly 30,000 qualified, highly trained and dedicated team members who are passionate about providing high-quality care and services to help people live better.

Time Type:

At Extendicare, we’ve spent more than 50 years dedicated to enhancing the quality of life for residents in our long-term care homes across Canada. When you join Extendicare, you become part of a compassionate, mission-driven team committed to creating a safe, supportive, and enriching environment for every resident we serve.

We provide competitive compensation that reflects the value of this role and the unique qualifications each candidate brings. Final salary offers are based on a variety of factors such as your skills, experience, education, and alignment with the responsibilities of this position.

Base salary is one component of our broader total rewards package. We offer a comprehensive suite of benefits designed to support your health, financial well-being, and long-term career growth. Your recruiter can provide more details about our total rewards offerings during the hiring process.

We may use artificial intelligence (AI) tools to support certain stages of the recruitment process, such as reviewing applications, analyzing resumes, or assessing candidate responses. These tools assist our recruitment team but do not replace human judgment — every application is reviewed by a member of our team to ensure thoughtful and equitable consideration. If you would like more information about how your data is processed, please contact us.

Extendicare is committed to fostering an accessible, inclusive, and equitable hiring process. We gladly accommodate the needs of applicants throughout all stages of recruitment and selection upon request.