Manager, Organizational Excellence

The Manager, Organizational Excellence & Governance (OE&G), plays a key role in driving strategic initiatives that enhance Apex Harmony Lodge’s mission of empowering delivering integratedperson-centred care. This role focuses on strengthening the organization’s branding, quality management systems, governance, risk management frameworks. The Manager will collaborate with internal and external stakeholders to ensure that AHL upholds the highest standards of care and remains a trusted leader in dementia care.

**Key Responsibilities:
**1. Corporate Communication and Branding**:

- **Brand Strategy Development**: Lead the implementation of brand strategy that aligns with AHL’s vision and mission, positioning the organization as a leader in dementia care.
- **Stakeholder Engagement**: Lead the engagement and empowerment of strategic and community partners, donors, volunteers, and other key stakeholders to increase brand awareness and foster a strong emotional connection with AHL’s services.
- **Customer Experience Enhancement**: Lead initiatives to improve the customer journey across various touchpoints, ensuring that stakeholders—including families, caregivers, strategic and community partners, and donors—have a positive experience with AHL.
- **Market Research & Analysis**: Conduct research to identify trends, stakeholder needs, and emerging opportunities, using insights to refine AHL’s brand strategy.
- **Brand Consistency**: Oversee the implementation of branding guidelines, ensuring consistency across all communication materials, online presence, and physical environments. produce collateral that reflects AHL’s brand identity.
- **Marketing & Communication**: Design and implement marketing campaigns to promote AHL’s brand and initiatives for online and physical presence, to re-position the Lodge.

**2. Strategic Planning and Organizational Excellence**:

- **Quality Management**: Develop and implement a robust Quality Management System to ensure that AHL delivers consistent, high-quality services, setting new benchmarks.
- **Operational Excellence**: Work with department heads to design, update, and refine operational processes, ensuring alignment with quality standards and improving overall service delivery.
- **Internal Audits & Compliance**: Work with department heads to conduct internal audits to ensure compliance with external certification standards. Manage follow-up actions to address any non-conformities identified during audits.
- **Continuous Improvement**: Champion a culture of continuous improvement by analyzing feedback and performance data, identifying opportunities for process optimization, and implementing best practices.
- **Performance Monitoring**: Develop and track key performance indicators (KPIs) related to quality standards, ensuring that targets are met and reporting progress to senior leadership.

**3. Governance & Risk Management**:

- **Governance Framework Development**: Design and implement governance frameworks that ensure adherence to AHL’s constitution, regulatory requirements, and industry best practices.
- **Policy Review & Updates**: Regularly review and update organizational policies and procedures, ensuring that they are current and compliant with evolving legal and regulatory standards.
- **Risk Identification & Mitigation**: Lead conduct risk assessments to identify potential threats to the organization’s operations, reputation, and financial health. Develop and implement strategies to mitigate these risks.
- **Business Continuity Planning**: Establish a Business Continuity Plan (BCP) to ensure that AHL can continue providing essential services during crises or disruptions. Lead BCP drills and training for staff.
- **Transparency & Accountability**: Promote a culture of ethical conduct, transparency, and accountability by ensuring clear communication of governance practices and expectations across all levels of the organization.
- **Reporting & Documentation**: Prepare detailed reports on governance and risk management activities for the Board and senior leadership, highlighting key insights and recommendations for improvement.

**4. ESG (Environmental, Social, and Governance) Strategy & Implementation**:

- **ESG Policy Development**: Lead the formulation and implementation of ESG policies that align with AHL’s values and strategic goals, emphasizing sustainability and social responsibility.
- **Sustainability Assessments**: Conduct assessments to identify sustainability risks and opportunities, particularly in relation to environmental impact and community engagement.
- **ESG Integration**: Collaborate with departments to integrate sustainable practices into AHL’s operations, such as energy efficiency, waste management, and social outreach programs.
- **Stakeholder Communication**: Engage with staff, community members, partners, and donors to communicate AHL’s ESG efforts and achievements, fostering a shared commitment to sustainability.