Lachlan Ross Email & Phone Number

Sydney, Nsw, Au

I manage the end to end complaints process for Rest's 1.9m members. I successfully lead and implemented a key regulatory change during 2021 (RG271) and under my leadership Rest has become the superannuation fund with the lowest rate of escalated (AFCA) complaints and has been recognised by ASIC as one of the few superannuation funds to have sucessfully implemented RG271

My role is to manage the service, including underwriting and all claims for Rest’s current insurer, and to design and implement a new operating model for service with Rest’s new insurer. As part of the tender process I led the team that designed a new claims experience and operating model and I have now implemented that model. I am also responsible for the service Rest’s current insurer offers and have implemented new governance procedures to ensure appropriate service continues to be delivered… Show more My role is to manage the service, including underwriting and all claims for Rest’s current insurer, and to design and implement a new operating model for service with Rest’s new insurer. As part of the tender process I led the team that designed a new claims experience and operating model and I have now implemented that model. I am also responsible for the service Rest’s current insurer offers and have implemented new governance procedures to ensure appropriate service continues to be delivered throughout the transition.Other achievements of my role have been:• Along with Rest’s CEO and a Director I recently spent a full day in Parliament House lobbying federal politicians, focusing on the Senate cross bench. This was to influence the legislation on group insurance• Managing both internal teams and external consultant teams of over 40 staff to implement a new operational model, including claims handling, with Rest’s new insurer. • Being responsible for negotiating and delivering the service contract with Rest’s new insurer Show less

I was seconded to deliver two of Rest’s most significant projects. The first was to complete Rest’s claims transformation project and continue as the business owner. The second was to be part of a leadership team to conduct a tender for Rest’s group insurance which is a significant group life insurance policy in the Australian market.For the claims transformation project I had oversight of the $8m budget and led the team that was responsible for delivering:• A claims strategy… Show more I was seconded to deliver two of Rest’s most significant projects. The first was to complete Rest’s claims transformation project and continue as the business owner. The second was to be part of a leadership team to conduct a tender for Rest’s group insurance which is a significant group life insurance policy in the Australian market.For the claims transformation project I had oversight of the $8m budget and led the team that was responsible for delivering:• A claims strategy • A change management program affecting over 200 staff resulting in an uplift in engagement across all staff of 35% • An innovative, industry leading, in-house designed claims platform for TPD, IP and Death claims that has reduced claims durations by over 7 weeks and increased Rest’s NPS score. • Real time claims reportingFor the insurance tender of Rest’s group insurance portfolio I was in a leadership team which designed and implemented the tender process. The tender was run by our internal team, who designed the future desired product and operating environment for Rest’s insurance portfolio and then conducted a market tender. During the period I led and participated in the following:• interviews of and presentations from the executive teams of 4 of Australia’s largest group insurers• designing the tender packs to go to the insurers and the scoring criteria of the insurers.• Site visits and reference checking of the existing insurers customers.• The selection criteria and ultimately the selection of Rest’s new insurance partner. Show less

I reported directly to Rest’s CEO and helped lead Rest’s response to the Royal Commission. I worked with a small group of executives and Rest Board members to accomplish this. I assisted with managing the multiple teams who were preparing material, across Rest and Rest’s multiple outsourced partners. I also coordinated with the external legal teams and internal legal teams. I was responsible for signing two witness statements addressing Rest’s insurance arrangements. I appeared before the… Show more I reported directly to Rest’s CEO and helped lead Rest’s response to the Royal Commission. I worked with a small group of executives and Rest Board members to accomplish this. I assisted with managing the multiple teams who were preparing material, across Rest and Rest’s multiple outsourced partners. I also coordinated with the external legal teams and internal legal teams. I was responsible for signing two witness statements addressing Rest’s insurance arrangements. I appeared before the Commission as a witness and appeared on the stand. As a result of my testimony there were no adverse findings against Rest Show less

Sydney, Australia

My role was to work with both Rest’s insurer and outsourced administrator to improve the customer experience of claimants and provide assurance that Rest was effectively and efficiently discharging its Trustee duties. I monitored and managed all service matters related to Members and Employers from the contact centres, social platforms and chat. I balanced the needs of the Rest to deliver continuous improvement and adequately manage its risk on claims approvals and claims servicing.I… Show more My role was to work with both Rest’s insurer and outsourced administrator to improve the customer experience of claimants and provide assurance that Rest was effectively and efficiently discharging its Trustee duties. I monitored and managed all service matters related to Members and Employers from the contact centres, social platforms and chat. I balanced the needs of the Rest to deliver continuous improvement and adequately manage its risk on claims approvals and claims servicing.I was also the business owner for Rest’s largest project which was focused on improving the claims experience through partnership with our largest vendors, analyzing and reporting on the end to end claims experience and incorporating human centred design into all process improvements. Show less

My role was to oversee the efficient delivery of Rest’s Trustee duties to review both declined insurance claims and death distributions After 10 months in the role, I had increased the efficiency of the team by 50%.

My role was to develop and implement initiatives as well as deliver prioritized strategic projects. some of these included:• Significant Event Notice to all of Rest’s 1.4m insured members• Daily unit pricing across Rest’s 13 investment options

Graduate Diploma Financial Planning

Bachelor Of Arts (Ba), Philosophy

Bachelor Of Commerce (Bcom), Economic History, Finance