Sarika Mani
Auckland,New Zealand
Summary
Talented professional with expertise in leading large retirement villages, managing customer relations, ensuring health and safety compliance, overseeing senior clinical administration, and efficiently managing office operations. Skilled in recruiting and training high-performing teams. Committed to enhancing business performance in medium to large organizations. Seeking a challenging role to oversee operations of any scale.
Overview
7
7
years of professional experience
Work History
Resident Experience Manager
Summerset Group Holdings
St Johns, NZ
09.2024 - Current
- Develop and manage engaging social, wellness, and recreational programs, fostering a vibrant community that enhances customer satisfaction while collaborating with internal teams and external partners
- Lead the onboarding process for new customers, ensuring smooth transitions and personalized support, while liaising with external stakeholders to facilitate successful integration
- Analyze customer feedback to drive continuous improvement, implementing changes in collaboration with cross-functional teams to enhance service quality
- Address customer concerns and inquiries with empathy and efficiency, maintaining high standards of service and strengthening relationships with both customers and stakeholders
- Coordinate with external vendors and service providers to ensure seamless delivery of programs and services that meet customer expectations and community goals
Resident Services Manager
Summerset Group Holdings
Ellerslie, NZ
01.2023 - 09.2024
- Covered as a Village Manager for Village Managers in the Auckland Region during their leave
- Assessed needs of residents in order to develop appropriate pathways into care
- Implemented strategies designed to improve communication between residents and staff, working on behalf of residents
- Responded promptly to feedback from residents and facilitated mutually agreeable outcomes
- Managed the recruitment, hiring, and training of a large village housekeeping team
Assistant Village Manager
Summerset Group Holdings
Ellerslie, NZ
09.2021 - 12.2022
- Led and nurtured team of direct reports, assuming complete responsibility for their recruitment, coaching, performance evaluation, recognition, and remuneration review within the company's delegated authority
- Supported the Village Manager in overseeing daily operational activities within village
- Managed the reception team to handle general daily inquiries and direct them to appropriate team members as needed
- Managed the health and safety processes for customers, contractors, and residents
- Fostered positive customer relations by addressing issues directly and implementing effective corrective measures
Office Manager
Summerset Group Holdings
Ellerslie, NZ
01.2018 - 09.2021
- Delivered exceptional customer service to both internal and external Summerset customers, promptly addressing telephone inquiries, managing messages, and processing orders and property requests according to service schedules
- Accounts Payable and Accounts Receivable processing
- Management of clinical administration, Ministry of Health funding
- Managed village manager's online diary, scheduling appointments and ensuring accurate coding and timely entry of financial information into the database
- Facilitated meetings, documented minutes, and provided administrative support, including word processing, and maintaining document control for policies and records
- Administered staff files, facilitated new employee onboarding, and coordinated performance reviews, demonstrating attention to detail and effective communication skills
Education
Diploma - Business
Pacific Institute of Education
NZ01.2004
Skills
- Managing Operations and Efficiency
- Business Administration
- Staff Management
- Emergency Response
- Policy administration
- Customer Relationship Management
- Recruitment and Onboarding
- Shift Scheduling
- Staff Development
- Decision-Making
- Scheduling and Coordinating
- Collaborative Team Engagement
- Stakeholder Engagement
Hobbies and Interests
- Creative pursuits such as crafts, cooking
- Property Investment
- Always learning
References
Available on request
Timeline
Resident Experience Manager
Summerset Group Holdings
09.2024 - Current
Resident Services Manager
Summerset Group Holdings
01.2023 - 09.2024
Assistant Village Manager
Summerset Group Holdings
09.2021 - 12.2022
Office Manager
Summerset Group Holdings
01.2018 - 09.2021
Diploma - Business
Pacific Institute of Education
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