Sarika Mani
Auckland,New Zealand
Summary
Dedicated and results-oriented professional with a proven track record in enhancing resident experience and managing care and support services within a village setting. Seeking a challenging position where I can leverage my skills and experience to contribute to the success of a dynamic organization.
Overview
7
7
years of professional experience
Work History
Resident Services Manager
Summerset Retirement Village
01.2023 - Current
- Served as primary point of contact for village residents, overseeing various responsibilities aimed at enhancing overall resident experience.
- Focused on promoting, developing, and managing services, with strong emphasis on service delivery and continuous improvement.
- Monitoring and adapting services to meet evolving resident needs.
- Played vital role in marketing and promoting services, actively engaging with residents and their families to ensure they were well-informed about available options.
- Built and maintained strong relationships with residents, fostering improved communication and trust within community.
Assistant Village Manager
Summerset Retirement Village
01.2022 - 12.2022
- Assisting VM with day-to-day management of operational village activity
- Assisted with recruitment
- Assisting with food catering contract and resolving any issues
- Take lead on resolving operational complaints
- Work with reception to manage general daily enquiries and direct as appropriate to responsible team members
- Contribute to team meetings and ensuring team is updated when change is implemented
- Manage and develop direct report(s), with full accountability for all aspects of their recruitment, coaching, performance, recognition, and remuneration review within parameters of company delegations
- Foster and develop inclusive team culture that works effectively with other teams to support Summerset's goals
- Be a proactive contributor to ensuring health & safety of people, customers, contractors, and residents
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Ellerslie Office Manager
Summerset Village
01.2018 - 01.2021
- Responsible for ensuring high level of customer service is provided at reception to customers, village management team, staff and others
- Responsible for ensuring high level of customer service is provided to all Summerset customers, both internal and external: Answer telephone take messages as requested and deal with enquiries in timely, friendly and professional manner
- Take all customer orders for Summerset services as provided in Summerset service schedule J25 and property requests
- Be diplomatic and show empathy when dealing with difficult or demanding situations to achieve successful outcome
- Manage phone system and messaging
- Enter information onto database for all customers purchasing services from Summerset
- Provide high standard of administrative support to Village Manager, including diary management, word processing and other tasks as required which must be completed in timely manner
- Have access to Village Manager's online diary and manage appointments as necessary
- Correct coding and capturing all on-charging onto database within required deadline
- Record all incoming money, within required deadline
- Code all accounts received for to authorize within required deadline
- Manage outstanding debtors with Village Manager monthly or as required
- Set up meetings and take minutes at any onsite meetings and act as witness as requested by Village Manager
- Provide word processing services to Manager as required
- Document control of all policies, records and Summerset information
- Ensure that any policy updates that come through from Summerset's intranet is brought to attention of Village Manager and distributed to appropriate employees
- Maintain staff files and information including: Setting up personnel file of new employees on site and keep up to date with all information relating to that employee
- Update staff training records - display education topics and times
- Maintain competency registers and APCs of qualified nursing staff
- Arrange Staff Orientation forms and documents for new care staff and advise Village and Nurse Manager about commencement times and dates
- Provide Village Manager with three-month performance review forms for all new employees one week prior to review date
- Undertake other tasks as required.
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Coached new hires on company processes while managing employees to achieve maximum production.
Acting Village Manager
Care Centre
01.2020 - 03.2020
- Village financial performance
- Meet or exceed profitability targets and drive revenue generating opportunities
- Manage cost effectively, while maintaining a high standard of village presentation and operations
- Share joint accountability with the Sales Manager for achievement of sales targets
- Operational performance
- Planning and implementation of annual plans, e.g
- Business, resident activities, emergency, property maintenance, etc
- Effective management of resources, especially when resident number fluctuations occur
- Oversee clinical operations where the village has a
- Oversee any 3rd party catering provider
- People Leadership
- Manage and develop direct report(s), with full accountability for all aspects of recruitment, coaching, performance, recognition and remuneration review within the parameters of company delegations
- Foster an inclusive team culture that works effectively with the teams to support Summerset's goals
- Customer Satisfaction
- Foster a high-quality customer experience that drives Summerset reputation and brand
- This applies to both Village and the Care Centre residents
- Proactively deal with reported issues and complaints, ensuring that Summerset complaints management procedures are followed
- Lead customer communication activities and endeavor to maintain a high degree of responsiveness and visibility to customer concerns
- Reputation, Relationships and Brand
- Develop and maintain effective networks within the community, in particular with key community bodies, local DHB and clinical agencies
- Ensure that the village operates in a way that is consistent with the wider Summerset brand values and goals
- Lead development and enhancement of the village reputation locally
- Risk Management
- Ensure that effective risk management strategies are implemented and reviewed regularly, seeking best practice advice and support from Head Office where applicable
- Escalate concerns through management channels appropriately and without undue delay where safety, reputation or financial performance outcomes are at risk
- Manage and develop direct report(s), with full accountability for all aspects of their recruitment, coaching, performance, recognition, and remuneration review within the parameters of company delegations
- Foster and develop an inclusive team culture that works effectively with other teams to support Summerset's goals.
Care Centre Administrator
Summerset Village | Manukau
01.2017 - 01.2018
- Actively supporting the Care Centre Manager with administration and coordination tasks to ensure the smooth running of Care Centre
- Assist with recruitment, time target rostering, property issues
- Show prospective customers through available apartments/Care Centre
- Assist with preparation of care centre staff rosters when requested by the Care Centre Manager
- Sourcing and collating reporting information for external stakeholders e.g
- DHB, MOH
- Managing policy documents and being aware of and tracking any policy changes
- Organise training for staff to ensure H&S compliance
- Proactive contributor to ensuring the health & safety of our people, our customers, our contractors and our residents
- This includes conforming to Summerset's safety culture expectations of an environment of zero-harm and compliance with health and safety policies and procedures
- Keep updated list of first aid competencies and book first aid courses
- Maintain the competency registers and the APCs of qualified nursing staff
- Provide general front of house assistance and customer service to residents including answering phones, directing visitors, issuing sales brochures and materials to prospective residents
- Contributing to internal reporting activities
- Being involved in audit administration.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
Education
Diploma - Business -
Pacific Institute of Education
Auckland New Zealand Certificate in Business Administration and Information Technology (Level 4) -
Manukau Institute of Technology
Auckland 05.2016
Skills
- Strategic planning and enforce quality systems
- Proven ability to relate to variety of people of varying ages, backgrounds and cultures
- Equally effective working alone as well as within team environment
- Computer skills- Payroll, Microsoft Word/Excel/PowerPoint/Mail Outlook, Tech one, Time Target
- Strategic Planning
- Effective Communication
- Property Marketing
- Client Relations
- Organizational Skills
- Administrative Leadership
Timeline
Resident Services Manager
Summerset Retirement Village
01.2023 - Current
Assistant Village Manager
Summerset Retirement Village
01.2022 - 12.2022
Acting Village Manager
Care Centre
01.2020 - 03.2020
Ellerslie Office Manager
Summerset Village
01.2018 - 01.2021
Care Centre Administrator
Summerset Village | Manukau
01.2017 - 01.2018
Diploma - Business -
Pacific Institute of Education
New Zealand Certificate in Business Administration and Information Technology (Level 4) -
Manukau Institute of Technology
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