Executive General Manager Residential Operations

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* Employment Type:

** Permanent full time
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* Location:

** Mercy Health Corporate Office, 2/12 Shelley St, Richmond VIC 3121
** Upload with application:
** Resume & cover letter
** Contact:
** Jessica Casey, GM Human Resources /
** Where there’s life, there’s Mercy.
**** Where there’s care, there’s You.
** For over a century, our incredible teams have provided care for people at every stage of life. Across our aged care homes, hospitals and research facilities, and across numerous cities and towns, we're on a journey to keep growing our impact for the next hundred years.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you'll have the chance to make an impact and gain experience that's hard to find elsewhere.
** At Mercy Health, it's all about taking what we have and making it better.
**** To do that, we need you.
**** Join us at Mercy Health, and help our teams deliver even greater outcomes.
**** About the opportunity:
** Reporting to the CEO, Healthy Ageing, the Executive General Manager, Residential Operations will lead a national portfolio encompassing residential aged care, seniors / independent living, hospitality, maintenance, allied health and lifestyle services.

This is a strategic leadership role where you will drive operational excellence, cultural transformation and innovation, ensuring exceptional resident outcomes, compliance and sustainability. Your leadership will empower teams, influence growth and strengthen Mercy Health’s reputation as a leader in aged care. Working collaboratively with the Healthy Ageing leadership team and other cross-functional divisions, you will shape strategy, deliver measurable outcomes and champion our mission and values across the organisation.

Regular travel will be required to maintain strong relationships and presence across regions.
** Other

Key responsibilities include:

**** Leadership:
*** Partnering with the CEO and GM Strategy and Business Improvement to optimise and execute the Healthy Ageing strategic plan, including growth initiatives, operational improvements and risk management strategies.
* Lead expansion projects, including commissioning new homes/ILUs and integrating new acquisitions.
* Build and develop a high-performing senior management team, ensuring that they have the skills and tools and to deliver on strategic objectives.
* Provide executive oversight for Hospitality, Maintenance, Allied Health and Lifestyle functions to ensure consistent, high‑quality, resident‑centred services.
* Foster a culture of accountability, collaboration and continuous improvement to deliver on operational KPI’s.
* Ensure effective clinical and corporate governance within the portfolio with effective reporting to the Healthy Ageing Leadership Team, Mercy Health Board and Executive as required.
* Promote organisational learning and industry thought leadership by capturing, sharing and embedding best practice.
** Service Delivery:
*** Embed the principles of Care First across facilities to meet and exceed expectations of residents, clients, their families / carers.
* Partnering with the Quality team, ensure all homes and ILUs meets the National Quality Standards and other compliance requirements.
* Lead quality improvement initiatives to ensure the provision of high-quality care to our residents. Monitor and analyse KPIs by home to ensure best practice service delivery.
* Ensure non-clinical elements of service delivery are exemplary, including food, lifestyle activities, domestic services and laundry.
* Develop and implement risk management strategies to mitigate quality, operations, finance and reputational risks.
** Resident

Experience:

*** Establish robust engagement and communication frameworks with residents, families and carers, using co‑design methodology to ensure their opinions and needs are heard relating to day-to-day operations, new initiatives and capital projects.
* Foster a feedback culture where insights drive measurable improvements in experience.
* Encourage innovation and look to new ways of working to enhance the resident’s experience.
**…