Summary
Overview
Work History
Education
Skills
Timeline
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Hayleigh Kahu

Hayleigh Kahu

Blenheim

Summary

Goal-oriented and highly motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills, adept at working effectively without direct supervision. Well-versed in implementing team objectives and goals, customer-oriented with years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Blends superb time management and organisational skills to drive group success.


Overview

18
18
years of professional experience

Work History

Operations Analyst

Accident Compensation Corporation
09.2019 - Current
  • Provide a contact and triage function for as central support during a business transition period
  • Provide analysis of data to help identify trends and areas for knowledge and capability building
  • Collaborate closely with colleagues across a number of departments within the organisation to ensure that the team is providing the right support to enable the delivery of quality customer experience and client outcomes
  • Apply specialist analytical skills to support various areas of Operations and Performance.
  • Identify opportunities for continually improving systems, processes, tools, and performance to drive better service delivery and enable quality client experience and outcomes.
  • Support the development of business process and Knowledge documentation.
  • Build and maintain effective relationships with key stakeholders and customers to understand their needs and support solutions.
  • Proactively identify and implement improvements to data, information, systems, tools, and processes.
  • Work collaboratively with colleagues across the organisation to support enhancements.

Claims Reviewer

Accident Compensation Corporation
03.2019 - 08.2019
  • Developed a comprehensive mentoring/training program to support new employees with their transition into the company.
  • Completed independent assessments of claims management quality
  • Completed analysis and provided feedback on claims management trends to assist with consistency of best practice and building capability
  • Addressed specific claims management concerns and provided recommendations for continuous improvement and upskilling opportunities
  • Discussed staff performance, progress and knowledge gaps with leaders
  • Liaised with management and leadership teams across the frontline, to support their coaching discussion with staff with regards to specific Claims Management aspects
  • Created detailed reports on employee performance metrics for the leadership team to review
  • Identified ongoing training needs for staff members and developed appropriate programs
  • Monitored and evaluated mentees' progress, providing feedback and guidance to ensure success.
  • Supported staff training, development and evaluation.

Response Analyst

Accident Compensation Corporation
08.2016 - 02.2018
  • Provided a triage function for the Reporting and Analytics teams
  • Collaborated with stakeholders across the organisation to understand their needs from a data perspective.
  • Collaborated with Governance and Strategy and other groups across ACC to understand business needs and requirements to ensure relevant, timely and professional reporting was provided. Sought clarification of their needs if required and to ensure that output meets and exceeds expectations
  • Leveraged software to compile and collate data.
  • Prepared written reports in a clear and concise way to effectively communicate business or data analysis results
  • Created reports, presentations, and other documentation for stakeholders.
  • Provided recommendations based on data analysis results.
  • Prepared forecasts of future performance based on historical trends.
  • Audited initial datasets to confirm validity of the imported data

Case Management Mentor

Accident Compensation Corporation
10.2014 - 09.2016
  • Conducted onboarding, site tour, team introductions and orientation for new staff
  • Developed a comprehensive mentoring program to support new employees with their transition into the organisation.
  • Created lesson plans, training materials, presentations and other resources for learning activities.
  • Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
  • Delivered training to new staff
  • Conducted training for new employees on fundamentals of Claims Management, tools and processes.
  • Monitored and evaluated mentees' progress, providing feedback and guidance to ensure success.
  • Mentored individuals on development topics such as communication skills, problem-solving and goal setting.
  • Conducted regular one-on-one coaching sessions with each mentee to discuss progress, challenges and successes.
  • Facilitated group activities for mentors and mentees to build relationships and foster collaboration.
  • Provided feedback to leaders on employee performance based on observed results during training sessions.
  • Analysed data from pre-and post-training assessments to measure effectiveness of training programs.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Organised, prepared and presented training presentations, including visuals and handouts for large groups.
  • Identified training needs for existing staff members and provided appropriate training or support
  • Interviewed potential candidates to assess skills and fit.
  • Provided feedback to unsuccessful applicants on the status of their applications.
  • Organised team building events that enhanced team morale and improved working relationships among colleagues.

Team Manager

Accident Compensation Corporation
07.2016 - 08.2016
  • Supported a team of Case Owners to ensure effective caseload management and achievement of key goals and targets
  • Created team action plans to ensure on-going performance improvement
  • Worked collaboratively with other Team Managers and management staff
  • Facilitated team meetings and training sessions to promote knowledge sharing and continuous learning.
  • Reviewed employee performance and provided ongoing feedback and guidance through coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Motivated team members to consistently achieve or exceed performance expectations.
  • Oversaw daily workloads and workflow for smooth operations.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Assisted with the recruitment of qualified candidates through interviews and referrals; evaluated resumes and applications; extended offers of employment.
  • Handled escalated customer complaints in a timely manner while maintaining a professional attitude.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed and implemented team-building strategies to promote collaboration and cohesion.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.

Secondment in a Training and Mentoring Role

Accident Compensation Corporation
03.2014 - 10.2014
  • Created and Implementation of a Training and Mentoring position
  • Provided training and support to new staff in quality claims management practice
  • Created training schedules and material for the Case Owner roles
  • Ensured new case owners are well supported within their Claims Management roles
  • Supported the development of fundamental Claims Management skills for new case owners, underpinned by a client-centric, proactive claims management approach
  • Liaised closely with Team Managers to keep them well informed of their case owner's progress and provide reporting, where appropriate
  • Monitored new allocation workflow to mentored case owners to ensure sustainable development of skills and new learning reinforcement
  • Designed, developed and provided a training and onboarding programme
  • Ensured availability and accessibility to staff for questions; Coordinating and organising staff attendance to programmes and workshops
  • Provided on-going support to current staff to grow and expand in their current roles
  • Coordinated, creating and presenting training to the wider centre
  • Identified core competencies and areas for further development within the unit
  • Created and completion of Gap Analyses tool throughout the mentoring phase to identify focus areas for additional mentoring and coaching attention
  • Worked collaboratively with new case owners, their buddies and Team Managers to ensure knowledge gaps and inferior practices are identified and addressed

Case Manager

Accident Compensation Corporation
05.2011 - 03.2014
  • Undertook early intervention to ensure best Case Management to achieve realistic and sustainable outcomes
  • Ensured clients and all stakeholders receive a high standard of customer service
  • Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
  • Assessed clients' needs, developed service plans and monitored progress towards goals.
  • Assessed and monitored a client's needs to the standards set by ACC
  • Assisted clients in their rehabilitation by co-ordinating with treatment providers
  • Managed risk within a claim
  • Managed high volumes of work
  • Managed and maintaining goals and targets
  • Organised return to work plans by negotiating with all stakeholders
  • Championed Vocational Rehabilitation and Concussion Services, educating the staff and keeping them up to date with the process and requirements of these contracts
  • Maintained accurate case records and documentation according to agency guidelines.
  • Monitored client progress through regular follow-up contacts.
  • Resolved customer concerns or complaints in a timely manner to maintain positive relationships

Case Co-ordinator

Accident Compensation Corporation
12.2007 - 05.2011
  • Managed a case load
  • Ensured clients receive a high standard of customer service
  • Assessed and monitoring a client's needs to the standards set by ACC
  • Assisted clients in their rehabilitation by co-ordinating with treatment providers
  • Managed risk within a claim
  • Managed high volumes of work
  • Managed and maintained goals and targets
  • Organised return to work plans by negotiating with all stakeholders
  • Delivered Acting Team Manager duties when required
  • Championed Privacy, educating staff on risk and prevention of privacy breaches

Quality Assurance Manager

Accident Compensation Corporation
06.2009 - 01.2010
  • Provided on-going training to current case co-ordinators
  • Provided training to new staff in the case co-ordinator role
  • Monitored individual staff performance
  • Monitor the centres use of technical tools
  • Identify training needs
  • Understand and implement continuous quality improvements in the claims management process
  • Facilitation of training sessions and presentations
  • Analysed data from a quality control prospective to identify areas of improvement.
  • Conducted internal audits of processes and performance
  • Liaising with management staff

Business Support Officer

Accident Compensation Corporation
03.2007 - 12.2007
  • Allocation of claims
  • Mailing
  • Meeting and greeting guests
  • Support for administration
  • Training of new staff into the role
  • Ordering stationary

Education

Paraparaumu College
01.2003

Certificate in Return to Work Co-ordination -

Otago Open Polytechnic
01.2010

Skills

  • Reporting and data interpretation
  • Effective relationship management
  • Team Collaboration
  • Leadership
  • Performance Monitoring
  • Planning and Coordination
  • Content Development
  • Analytical Thinking
  • Proficient with Microsoft Suite
  • Quality Assurance
  • Verbal and Written Communication
  • Skill Building
  • Organisation and Time Management
  • Presentation Skills
  • Mentoring, Coaching and Development

Timeline

Operations Analyst

Accident Compensation Corporation
09.2019 - Current

Claims Reviewer

Accident Compensation Corporation
03.2019 - 08.2019

Response Analyst

Accident Compensation Corporation
08.2016 - 02.2018

Team Manager

Accident Compensation Corporation
07.2016 - 08.2016

Case Management Mentor

Accident Compensation Corporation
10.2014 - 09.2016

Secondment in a Training and Mentoring Role

Accident Compensation Corporation
03.2014 - 10.2014

Case Manager

Accident Compensation Corporation
05.2011 - 03.2014

Quality Assurance Manager

Accident Compensation Corporation
06.2009 - 01.2010

Case Co-ordinator

Accident Compensation Corporation
12.2007 - 05.2011

Business Support Officer

Accident Compensation Corporation
03.2007 - 12.2007

Certificate in Return to Work Co-ordination -

Otago Open Polytechnic

Paraparaumu College

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Hayleigh Kahu