Summary
Overview
Work History
Education
Skills
Professional References
Education And Certifications
Timeline
Generic

Malaefou Koria

Pokeno

Summary

Motivated, people-focused leader with 25+ years of success across aviation, healthcare, and service industries. Currently Service Manager at Etu Pasifika Auckland, leading complex, multi-site operations and a workforce of over 70. Expert in building inclusive, high-performing teams, with strong capability in leadership development, service innovation, and safety compliance. Extensive background in managing large teams in shift-based, fast-paced environments including operational leadership roles at Virgin Australia. Well-versed in stakeholder engagement, union liaison, contract compliance, and business transformation.

Overview

19
19
years of professional experience

Work History

Service Manager

ETU PASIFIKA AUCKLAND
01.2022 - Current
  • Lead strategic and operational planning across clinical and general services in Auckland’s largest Pacific health provider
  • Manage over 70 staff including clinical teams, reception, call centre, admin and workforce planning
  • Oversee performance monitoring of contracts and services, aligning KPIs with reporting to funders (Te Whatu Ora, Pasifika Futures)
  • Drive change through standardised patient triage and intake systems, aligned to health compliance requirements
  • Provide resolution and escalation leadership for incidents, patient concerns, and staff challenges
  • Facilitate workforce training, mentoring team leads, and supporting career development pathways
  • Partner with the Senior Leadership Team to align services to strategic priorities and future-readiness
  • Deliver consistent improvement in service responsiveness, patient experience, and clinical collaboration

Operations Team Lead

GREEN CROSS HEALTH
01.2020 - 01.2021
  • Led daily operations for a large multidisciplinary team including doctors, nurses, and administrators
  • Developed and maintained efficient workflows, improving patient satisfaction and clinic responsiveness
  • Managed rostering, resource planning, and operational reporting using Medtech32 and HGov systems
  • Supported the General Manager with strategic business planning and stakeholder communications
  • Fostered a positive team culture through staff engagement, leadership development, and training
  • Maintained clinical compliance and accreditation standards, contributing to successful Cornerstone Accreditation
  • Delivered improvements in service integration and patient triage systems, enhancing continuity of care

Relief Leader Crew, Cabin Supervisor, Training Facilitator

VIRGIN AUSTRALIA
01.2011 - 01.2020
  • As Relief Leader Crew Development, responsible for mentoring and supporting over 100+ cabin crew
  • Oversaw performance development, wellbeing checks, and ongoing coaching to ensure crew readiness and engagement
  • Supported union and management communications during crew feedback sessions, performance escalations, and shift disputes
  • Facilitated leadership training, behavioural assessments, and team-building activities
  • Coordinated with rostering and operations teams to resolve staffing gaps and shift changes efficiently
  • Demonstrated exceptional adaptability by managing crew remotely and resolving issues in a 24/7 operational environment
  • Built strong, respectful relationships with crew, union partners, and leadership, contributing to an inclusive and safe crew culture
  • Played a key role in aligning crew behaviour and performance with brand values and customer service standards
  • As Cabin Supervisor, I led cabin crew on international flights, ensuring compliance with aviation safety and service protocols
  • Delivered Flight and Cabin Crew Safety and Inflight Emergency, Aviation Medicine, Mental Health, CRM and First Aid
  • Recognised through Brand Ambassador Award and multiple RAVE Award nominations for leadership and commitment
  • Assisted in emergency coverage to prevent crew shortages and flight cancellations
  • Participated in emergency simulations, passenger safety incident debriefings, and procedural assessments

Shift Manager – Airport Operations

AIR NEW ZEALAND
01.2009 - 01.2010
  • Directed operational teams at Auckland Airport with responsibility for over 250 staff
  • Coordinated emergency protocols, flight disruptions, passenger support, and logistics
  • Collaborated with unions on workforce deployment, absenteeism strategies, and role restructure
  • Ensured contract and regulatory compliance for multiple airline partners and safety bodies
  • Conducted incident investigations and implemented real-time recovery plans for flight schedules

Team Manager – Aircraft Presentation, Premium Services, Rostering

AIR NEW ZEALAND
01.2006 - 01.2009
  • Led teams through major transitions, achieving high team engagement and a 90% absenteeism reduction
  • Developed and monitored complex rosters for shift-based teams, balancing cost and coverage
  • Delivered regular staff briefings, recognition plans, and peer performance reviews
  • Coordinated airport floor operations including VIP guest services and service recovery initiatives
  • Trained new leaders in systems such as MARS, PeopleSoft, and Real-Time Management

Education

Cert IV in Training & Assessment -

Aviation Industry

Certificate in Computing Systems -

University of Auckland / Unitec

Higher School Certificate -

Avondale College

Skills

  • Cabin Crew Leadership
  • Remote Workforce Leadership
  • Operational Excellence
  • Crisis Management
  • Training Design
  • Crew Development
  • Safety Procedures
  • Emergency Procedures
  • Strategic Planning
  • Change Management
  • Union Consultation
  • Stakeholder Relations
  • Performance Development
  • Culture Development
  • Risk Resolution
  • Incident Resolution
  • Complaint Resolution
  • Health Sector Leadership
  • Contract Compliance
  • Reporting
  • Aviation Ops
  • DCS
  • UNI2000
  • MARS
  • Opus T&A
  • PeopleSoft
  • Tempus
  • Healthcare
  • Medtech32
  • Indici
  • HGov Reporting Portal
  • Rostering
  • Payroll
  • Real-Time Systems
  • Microsoft Office Suite
  • Excel
  • Word
  • Outlook
  • PowerPoint
  • Learning Tools
  • Training Tools
  • CRM Facilitation
  • E-Learning Platforms

Professional References

Available upon request.

Education And Certifications

  • Cert IV in Training & Assessment – Aviation Industry
  • Certificate in Computing Systems – University of Auckland / Unitec
  • Advanced First Aid & Defibrillation/CPR
  • Crew Resource Management (CRM) & Aviation Medicine
  • Higher School Certificate – Avondale College

Timeline

Service Manager

ETU PASIFIKA AUCKLAND
01.2022 - Current

Operations Team Lead

GREEN CROSS HEALTH
01.2020 - 01.2021

Relief Leader Crew, Cabin Supervisor, Training Facilitator

VIRGIN AUSTRALIA
01.2011 - 01.2020

Shift Manager – Airport Operations

AIR NEW ZEALAND
01.2009 - 01.2010

Team Manager – Aircraft Presentation, Premium Services, Rostering

AIR NEW ZEALAND
01.2006 - 01.2009

Certificate in Computing Systems -

University of Auckland / Unitec

Higher School Certificate -

Avondale College

Cert IV in Training & Assessment -

Aviation Industry

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Malaefou Koria