Susan Shankaran
Auckland,AUK
Summary
An experienced management professional looking for the next career opportunity to fully utilise my skills , knowledge and expertise while making a significant contribution to the success of the organisation, with focus in capability development and improving the agility of the organisation. Operations management with strong leadership qualities and focus on achieving program goals. Oversaw internal administrative activities through program planning, guidance and leadership. Expert at coordinating program logistics, compliance and people mamagement. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
Work History
Campus Manager – Mangere Campus
Skills Update Training & Education Group-Auckland
01.2021 - 01.2023
- Provided exemplary hands-on leadership in education facilitation, innovation, and learner-focused best practices
- Promoted open communication and fostered collaboration and professionalism within the program area
- Trained staff to enhance overall customer service experience, engage customers, and facilitate organic growth through referrals and improved retention
- Guided staff through ongoing training and performance enhancement
- Managed continuous improvement efforts that enhanced employee engagement and mitigated learner complaints, reducing overall business risk.
- Monitored and managed student satisfaction surveys
- Contributed to the development of effective delivery schedules, timetables, and the allocation of appropriate resources for increased operational efficiency
- Maintained compliance with NZQA, TEC, and ITO standards for campus operations.
- Ensured compliance of Health and Safety requirements are met on campus
- Coordinated with sales and marketing teams to strategically plan and execute initiatives targeting enhanced requirements.
- Successfully achieved organisational sales and enrolment targets for multiple funding sources.
- Achieved learner retention by promptly addressing absences and implementing effective support strategies.
Group Education Performance Manager-Campus Manager
Skills Update Training & Education Group
Auckland
01.2019 - 01.2023
- Managed timely delivery of workforce development solutions within allocated budget and ensured high quality outcomes.
- Streamlined financial operations by effectively managing end-to-end processes and optimising resource allocation through budgeting, costing, execution and delivery
- Demonstrated a deep understanding of commercial and financial principles, resulting in data-driven decisions that significantly boosted program performance and profitability.
- Cultivated interpersonal relationships to facilitate open communication and constructive cooperation, driving project success.
- Led high-performing teams, cultivating a culture of excellence that motivated team members to excel in their roles
- Collaborated with peers and the Senior Management Team, achieving collective outcomes for seamless project integration and alignment with organisational goals.
- Leveraged program experience in navigating complex regulatory environments and delivering effective solutions within the public sector
- Created and executed strategies to enhance financial and capacity planning across portfolios, optimising resource allocation.
- Enhanced efficiency of project communication and documentation by showcasing strong technical skills in project management tools including Microsoft Word, Outlook, and PowerPoint.
- Engaged in regular employee meetings to align performance objectives and set clear expectations.
Online Retail and Marketing consultant (Commission based)
Kiyara Fashions PVT Ltd (Overseas Company)
10.2017 - 06.2018
- Developed and implemented marketing campaigns to boost customer engagement.
- Conducted market research to identify new product development opportunities.
- Developed and implemented content strategy plans to enhance customer experience on various platforms.
- Analyzed customer feedback data, informing marketing decisions and strategies.
- Managed social media accounts, developed content calendars, and maintained regular posting.
- Devised and executed a holistic email marketing campaign with the goal of attracting prospective customers.
- Planned and executed events for enhancing brand recognition and fostering loyalty.
- Identified target markets and devised tailored messaging strategies for each segment.
Facilitator /Engagement Facilitator–Business blended eLearning
Best Pacific Institute of Education
04.2015 - 12.2017
- Developed, prepared, and facilitated content for Level 5 National Diploma in Business using a blended e-learning platform.
- Developed and managed online learning resources, materials, guidelines, and tasks for assessments
- Ensured compliance with NZQA standards by creating educational resources, learning material, guidelines, and assessments.
- Prepared content incorporating literacy and numeracy elements to accommodate diverse learner needs.
- Implemented strategies to foster better customer service and engagement for learners facing disinterest.
- Achieved a significant 40% improvement in retaining disengaged customers
- Successfully negotiated personalised learner plans, leading to a 20% enhancement in team achievement and program.
- Reengaged and made outbound calls to address identified issues and provide practical solutions
- Customer engagement in vocational and educational welfare of learner and connecting with learning support
- Assessed and recorded learner competency and improved student achievement by 15%
- Created a Practically safe and culturally inclusive environment for staff and learners.
FX/NZD Currency processor
ACM CURRENCY MANAGEMENT NZ LTD - Auckland
12.2011 - 04.2015
- Processing all incoming and outgoing FX payments using in-house system
- Organizing payment schedules and bank repatriation well before the deadline
- Liaised with clients and handling all FX enquiries and reduced queries by 25%
- Investigated and resolved customer queries and settlement errors
- Registered, Processed and Allocated customer banking into customer accounts using in-house system, Credit funds received
- Repatriation of Foreign Cash into banking systems for clients and balancing of their cash pools for 2 different banks
- Maintained balanced accounts through in-house systems of customers
- Bank Reconciliations on a daily basis
- Maintained accurate and efficient cash processing procedures at all times
- Data entry of processed cash into customer accounts
- Relayed processed reports to deadlines given and balanced report.
Warehouse assistant
FISHPOND LTD- Airport Oaks, Auckland
03.2011 - 12.2011
- Reimbursement of customer account
- Charged customer account and credits cards for payments
- Used customized software to track orders
- Received and recorded inwards goods in warehouse database
- Entered data and stock information in the system
- Picked Customer Order from pick sheet
- Updated Stock variance in the system and monthly stock takes
- Allocated stock to order numbers using system software.
PTE -Academic Operations Manager
Skills Update Training & Education Group
Auckland
02.2024
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Developed key performance indicators to measure effectiveness of operational processes.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed scheduling, training and inventory control.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
Education
National Certificate in Adult Education and Training L5 -
Southern Institute of Technology (Accredited Workplace trainer and assessor)
01.2017
National Certificate in Adult Literacy and Numeracy Education L5 -
Western Institute of Technology
01.2016
BACHELOR OF BUSINESS L7 (Accounting& Finance) -
Manukau Institute of Technology
01.2012
NEW ZEALAND DIPLOMA IN BUSINESS L6 -
Manukau Institute of Technology
01.2010
Skills
- Stakeholder Communication
- Academic Standards Management
- Attention to Detail
- Policy Implementation
- Problem-solving aptitude
- Leadership and decision making
- Time management abilities
- Analytical Thinking
- Professional Demeanor
- Goal Setting
- Effective Communication
- Teamwork and Collaboration
Linkedin Profile
https://www.linkedin.com/in/susan-shankaran-7b97405a/
References
Available on Request
Timeline
PTE -Academic Operations Manager
Skills Update Training & Education Group
02.2024
Campus Manager – Mangere Campus
Skills Update Training & Education Group-Auckland
01.2021 - 01.2023
Group Education Performance Manager-Campus Manager
Skills Update Training & Education Group
01.2019 - 01.2023
Online Retail and Marketing consultant (Commission based)
Kiyara Fashions PVT Ltd (Overseas Company)
10.2017 - 06.2018
Facilitator /Engagement Facilitator–Business blended eLearning
Best Pacific Institute of Education
04.2015 - 12.2017
FX/NZD Currency processor
ACM CURRENCY MANAGEMENT NZ LTD - Auckland
12.2011 - 04.2015
Warehouse assistant
FISHPOND LTD- Airport Oaks, Auckland
03.2011 - 12.2011
National Certificate in Adult Education and Training L5 -
Southern Institute of Technology (Accredited Workplace trainer and assessor)
National Certificate in Adult Literacy and Numeracy Education L5 -
Western Institute of Technology
BACHELOR OF BUSINESS L7 (Accounting& Finance) -
Manukau Institute of Technology
NEW ZEALAND DIPLOMA IN BUSINESS L6 -
Manukau Institute of Technology
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