Cluster Manager

Position Summary

joyful, safe, and dignified ageing

Reporting Lines

General Manager-Operations

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

Key Performance Indicators (KPIs)

• Occupancy growth and revenue performance across communities
• Resident satisfaction and grievance closure rates
• Budget adherence and cost optimization
• Timeliness and accuracy of reporting and license renewals
• Team engagement, training coverage, and attrition rates
• Audit scores and SOP implementation consistency