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.

• 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.
• 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.
• 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.
• 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.

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.

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.

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