Head of Resident Operations

65 villages. 15000 residents. 800 employees. One opportunity to shape the future of retirement the future of Retirement Keyton were creating places where communities our Head of Resident Operations youll play a pivotal role in shaping the experience of more than 15000 residents across one of Australias largest and most respected retirement living is an opportunity to influence strategy at the highest level lead a nationally dispersed workforce and create meaningful impact for residents employees and investors youre an experienced operational leader who thrives on complexity inspires high performance and believes exceptional customer experiences begin with exceptional leadership wed love to hear from KeytonWithover 65 villages across Australia 15000 residents and 800 passionate employees were leading the way with heart for a new age of retirement more than 30 years weve been creating vibrant communities where people feel connected supported and empowered to live well. Everything we do is guided by our purpose and our values. We lead with heart put residents at the centre of every decision and believe out people are the key to our OpportunityAs a member of Keytons Executive Leadership Team reporting directly to the CEO youll lead the strategy performance and culture of resident operations across our national set the direction for village operations resident experience and service delivery while ensuring strong governance compliance and commercial is a highly visible leadership role with the opportunity to shape the future of resident living at Keyton influence enterprise-wide decisions and build the capability of leaders across the in this role means balancing resident outcomes with operational excellence leading with empathy while delivering strong performance and creating environments where both people and communities Youll LeadYou will:Set and execute the operational strategy for Keytons national village strong governance risk management and compliance outcomes ensuring all villages operate in accordance with legislative regulatory and industry requirements. Take accountability for resident satisfaction leveraging resident feedback and operational insights to drive continuous improvement. Provide executive oversight of significant operational incidents escalations complaints and Tribunal matters ensuring timely and effective resolution. Build and maintain strong relationships with residents resident committees regulators industry bodies and other key stakeholders to strengthen engagement and reputation. Lead develop and inspire a high-performing national Resident Operations team fostering a culture of accountability ownership collaboration and customer focus. Strengthen leadership capability across regional and village teams through coaching succession planning talent development and performance management. Champion a safe inclusive and high-performing culture embedding safety wellbeing and sustainability practices into operational leadership and the strategic direction for resident experience village operations and service delivery ensuring alignment with Keytons business plan and long-term growth financial performance across the portfolio through sound operational management resource optimisation and balanced decision-making that delivers value for residents Keyton and its YouYoure a strategic and commercially astute executive with a proven track record of leading large-scale multi-site know how to navigate complexity drive performance and lead through change. Just as importantly you-re a people first leader who understands that strong cultures create exceptional customer outcomes. Youll bring:Extensive experience in a senior operational leadership role within retirement living seniors living hospitality property customer service or a comparable multi-site accountability for operational performance governance compliance and customer experience commercial acumen with experience managing budgets performance metrics and operational efficiency capability leading significant organisational change and transformation engaging with executive leadership teams regulators government agencies investors and external leadership influencing and communication skills.A strong understanding of governance risk management and compliance qualifications in Business Commerce Hospitality or a related Join KeytonAt Keyton youll have the opportunity to make a genuine difference in the lives of thousands of residents while helping shape the future of our return we offer:Career-defining opportunities to lead influence and create lasting impactExecutive incentive opportunitiesFour annual wellbeing days in addition to your standard leave entitlementsA collaborative and values-led culture Employee referral programReward and recognition programsHealth and wellbeing initiativesExclusive access to the Sonder mental wellbeing appDiscounted health insurance annual vaccinations and skin to Lead with HeartIf youre energised by the opportunity to lead at scale build exceptional teams and create experiences that enrich the lives of residents across Australia wed love to hear from today and tell us about the impact youve made leading operational performance customer outcomes and organisational success in complex environments. Please note: The successful applicant must complete a Police Check Bankruptcy Check & will be required to receive an annual flu vaccination between the months of May-November with supporting documentation prior tojoining.