Sagar Patel
Marsden Park
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
16
16
years of professional experience
Work History
Manager – Rostering, Intake & Billing
Wesley Mission
Carlingford, NSW
06.2025 - Current
- Led end-to-end rostering operations, ensuring optimal workforce coverage aligned with service delivery requirements and budget targets.
- Developed and managed fortnightly and monthly rosters, balancing operational needs with staff availability and preferences.
- Collaborated with operational leaders to forecast workforce needs and proactively address staffing gaps.
- Monitored and controlled overtime expenditure, identifying trends and implementing cost-reduction strategies.
- Managed and analysed agency staffing usage, reducing reliance and optimising labour costs.
- Produced detailed staff utilisation reports, improving workforce efficiency and resource allocation.
- Prepared and presented fortnightly and monthly workforce analytics reports to support data-driven decision-making.
- Oversaw real-time roster adjustments to manage unplanned absences, leave, and operational changes.
- Oversaw NDIS Contracts Administration, ensuring compliance with funding agreements and service bookings.
- Ensured all client funding budgets were created accurately in line with approved NDIS plans.
- Monitored and enforced timely setup of funding and service bookings to avoid billing delays.
- Ensured all delivered services were accurately processed and submitted for NDIS claiming within required timeframes.
- Collaborated with rostering, intake, and finance teams to ensure end-to-end accuracy from service delivery to claim submission.
- Investigated and resolved billing discrepancies, funding gaps, and rejected claims efficiently.
- Implemented improvements to maximise revenue capture and minimise claim losses.
- Oversaw the Community Relationship Coordinator, ensuring effective management of new client enquiries.
- Ensured all new client enquiries were followed up promptly and progressed through the intake pipeline.
- Coordinated with internal teams to ensure smooth transition from enquiry to service delivery.
- Identified opportunities to improve intake processes and conversion rates.
- Led, coached, and developed team members across rostering, intake, and billing functions.
- Fostered a collaborative, high-performing team environment focused on service excellence.
- Streamlined cross-functional processes to improve efficiency, accuracy, and turnaround times.
- Drove continuous improvement initiatives to enhance operational performance and financial outcomes.
- Reduced support worker overtime by 50% through improved roster planning, workload balancing, and proactive absence management.
- Reduced agency staff usage by strengthening workforce planning and optimising internal staff allocation.
- Developed and implemented a process to capture and bill all claimable client kilometres (KMs), increasing revenue and minimising missed claims.
- Streamlined the timesheet approval process, reducing approval turnaround times and significantly decreasing timesheet variances and errors, improving payroll accuracy and compliance.
- Implemented process improvements that reduced administrative turnaround times across rostering and billing functions.
Business Roster Centre Manager
Wesley Mission
Blacktown, NSW
10.2021 - 06.2025
- Managing a high-performance rostering team.
- Implement and improve rostering processes and training manuals for all rostering functions, ensuring all staff have been adequately trained.
- Sets KPIs for individual staff members and documents within Employee Contribution and Development Plans.
- Ensure there are processes in place to encourage timely and accurate communication between all staff related to rostering of service delivery for clients.
- Ensure standardised, efficient, and effective rostering services, including planned or unplanned leave management strategies.
- Provides subject matter expertise and support to the ongoing development of rostering systems used within Wesley Mission.
- Encourages an active continuous improvement culture through the identification and reduction of roster errors.
- Led a team of 23 Rostering Coordinators, delivering workforce scheduling across Home Care, SIL, and ITC-SD services.
- Streamlined rostering operations by developing and implementing comprehensive process documentation, improving consistency and reducing errors.
- Reduced rostering errors by 50% through targeted coaching, performance management, and retraining of the rostering team.
- Played a key role in a major rostering system implementation project, contributing to the successful transition to a new system and improved scheduling efficiency.
- Improved team capability and performance through structured training programs and continuous improvement initiatives.
- Enhanced operational efficiency by standardising workflows and strengthening adherence to best-practice rostering processes.
Rostering Team Leader
Well Ways
Pymble, NSW
09.2017 - 10.2021
- Lead and manage a high-performing rostering team.
- Ensuring staff are working within a single process for workflows for rostering functions.
- Deliver and ensure 100% accuracy for all shifts rostered by reducing payroll and invoicing issues.
- Implement training manuals for all rostering functions ensuring all staff have adequately trained.
- Undertake quality improvement activities and review, update and implement processes as required to improve the efficiency of the rostering team.
- Investigate all rostering data to assist in payroll enquiries and claiming or invoicing errors.
- Provide reports fortnightly to the CDS Coordinator on Hours delivered, staff availabilities, leave requested, vacancies and cancelled shifts.
- Work closely with regional CSOs, CDS Program Coordinators and the claims team to ensure all rostering functions are met throughout the process.
- Brokerage clients quotation, participant set up, funding set up, rostering (time and State Specific).
Roster Coordinator | Acting Team Leader
Australian Unity
Parramatta, NSW
07.2016 - 09.2017
- Implement rostering requests with accuracy and efficiency on time.
- Ensure efficient and effective use of staffing resources at the levels and skills required.
- Provide a high level of customer service.
- Ensure that staff the roster is in accordance with the company's policies and procedures and People and Culture processes.
- Develop relationships with external and internal stakeholders to identify opportunities to improve and increase services.
- Develop relationships with both staff and clients, exploring ways to work together to meet each other's needs in line with Australian Unity's Practice Principles.
- Lead an allocations team to roster and deploy staff to meet the service needs of Australian Unity's Home Services Clients.
Store Manager
Pizza Hut
Miranda, NSW
05.2013 - 07.2016
- Managing a team of 17 in-store to deliver excellent customer service and outstanding product quality.
- Monitoring the performance of staff and giving them constructive feedback, recognition, and reward.
- Training and development of employees.
- Providing customers with a friendly and effective customer service.
- Answering customers' queries and complaints courteously.
- Managing Food Costs, which includes a food preparation chart, product usage analysis, and inventory management.
- Local store marketing and maintaining a relationship with customers.
- Generating weekly reports which include Food Cost reports, inventory reports, costing reports, sales reports and weekly statistical reports.
Technical Services Analyst / Desktop Support
CMC Markets
Sydney, NSW
01.2010 - 05.2013
- Delivered friendly and effective customer service to enhance user satisfaction.
- Resolved customer queries and complaints courteously to maintain positive relationships.
- Helpdesk job management and resolution.
- Managing virtual machines using VMware.
- Managing Backup using NetVault.
- Developed and configured tools to streamline processes and improve service efficiency.
- Providing customers with a friendly and effective customer service.
- Answering customers' queries and complaints in a courteous manner.
- Developing and configuring tools to assist and streamline.
Education
Master of Information Systems -
Bachelor of Computer Application - undefined
Skills
Operation management
Resource allocation
Budget oversight
Business planning
Schedule optimization
Complaint resolution
Decision-making
Time management
Leadership
Staff development
Negotiation
Organization
Timeline
Manager – Rostering, Intake & Billing - Wesley Mission
06.2025 - Current
Business Roster Centre Manager - Wesley Mission
10.2021 - 06.2025
Rostering Team Leader - Well Ways
09.2017 - 10.2021
Roster Coordinator | Acting Team Leader - Australian Unity
07.2016 - 09.2017
Store Manager - Pizza Hut
05.2013 - 07.2016
Technical Services Analyst / Desktop Support - CMC Markets
01.2010 - 05.2013
HNG University - Bachelor of Computer Application,
University of Ballarat - Master of Information Systems,