Cluster Manager

Position Summary

The Cluster Manager is accountable for the overall performance, resident experience, and operational integrity of all senior living communities within an assigned region. This role provides strategic direction, people leadership, and operational oversight, ensuring that each community delivers consistent, high-quality, and values-driven services in alignment with the Lifebridge brand promise of joyful, safe, and dignified ageing.

Reporting Lines

In this position, you will report to the General Manager-Operations or the Executive nominated by the Management. The company reserves the right to revise your reporting structure or responsibilities in line with evolving organizational needs.

Key Responsibilities

1. Cluster Operations Leadership

• Ensure smooth day-to-day functioning of all assigned communities through structured oversight of Resident Managers.
• Standardize and reinforce implementation of SOPs across Food & Beverage, wellness, maintenance, safety, and resident engagement functions.
• Conduct scheduled audits, walkthroughs, and reviews to maintain service quality and operational compliance.

2. People Leadership & Team Development

• Lead and mentor Resident Managers and ensure strong second-line leadership.
• Drive recruitment, onboarding, training, and succession planning for all key operational roles.
• Foster a collaborative, empathetic, and accountable work culture across communities.
• Monitor performance metrics and support underperforming units with coaching and corrective plans.

3. Resident & Family Experience

• Ensure consistent delivery of warm, respectful, and responsive care to all residents.
• Guide teams in implementing meaningful engagement programs and grievance redressal systems.
• Personally engage in resident forums and act as the escalation point for critical concerns.

4. Financial & Budgetary Oversight

• Monitor and guide the financial health of each community, ensuring responsible cost management and profitability.
• Review and approve annual budgets, manage expense lines, and track revenue growth.
• Support Resident Managers in achieving cluster-level financial targets.

5. Compliance, Safety & Facility Management

• Ensure all communities maintain full compliance with statutory, regulatory, and organizational policies.
• Oversee safety protocols, AMC schedules, license renewals, fire drills, and health inspections.
• Proactively identify and mitigate risks related to infrastructure, health, or legal obligations.

6. Strategy & Reporting

• Provide actionable insights on cluster performance, resident trends, and operational risks to the senior leadership team.
• Lead regular reviews with Resident Managers and contribute to strategic planning discussions.
• Identify and drive initiatives for growth, quality improvement, and service innovation.

7. Brand & Culture Stewardship

• Serve as a visible and values-driven ambassador of Lifebridge Group in all resident, partner, and community interactions.
• Embed Lifebridges values of Compassion, Integrity, Professionalism and Excellence into day-to-day operations.
• Ensure that every community reflects the brand promise of safe, joyful, and dignified ageing.

Work Complexities

• Balancing strategic focus with operational agility across multiple geographies
• Handling emergencies, staffing gaps, or escalated resident concerns under pressure
• Managing large, diverse teams with a mix of skill sets and emotional demands
• Navigating complex stakeholder expectations while protecting the resident-first ethos
• Ensuring financial discipline alongside superior service delivery

Graduate/Postgraduate in Hospitality, Healthcare, Operations, or related discipline

• Additional certifications in senior care, facilities, or healthcare leadership preferred

Professional Experience

• 10+ years in operations leadership, preferably in senior living, healthcare, hospitality, or facility management
• Proven experience in managing multi-site or cluster-based portfolios
• Strong understanding of compliance, resident care models, and financial acumen
• Fluency in English (spoken and written); local language proficiency is a plus
• Proficiency in MS Office and experience working with dashboards or ERP systems