Lachlan Singleton
Pascoe Vale,VIC
Summary
Senior Operations Manager with over 20 years of experience in managing complex operations with a proven track record of enhancing operational efficiency, driving strategic initiatives and leading high-performing teams. Experienced in optimising processes, managing large-scale projects and fostering a culture of continuous improvement. Strong leadership skills with a keen understanding of financial management and experienced in aligning operational objectives with organisational goals to achieve exceptional performance and growth. Brings a positive energy and confidence to the workplace with the ability to lead by example and influence others to perform at their best.
Overview
20
20
years of professional experience
Work History
Acting Head of Policy, Entitlements & Operations
Allianz Workers' Compensation
Melbourne
01.2023 - Current
- Leadership and Oversight of Operational Teams: Provide ultimate responsibility and oversight for a broad group of 120 employees across 10 operational teams, ensuring the delivery of frontline customer service to employers and injured workers
- Manage team performance to meet and exceed a range of contractual SLAs on behalf of WorkSafe Victoria
- Deliver Performance across Diverse Functions: Achieve and maintain exceptional performance standards, demonstrated by leading the Victorian WorkCover Scheme on metrics ranging from high-volume frontline service to policy holders, insourced and outsourced premium collection, weekly compensation payment timeliness and initial claim eligibility decision making amidst legislative reform
- People and Culture Development: Implement divisional-wide people and culture initiatives to develop a positive work environment
- Activities include organising social club events, team-building volunteering opportunities and fundraising activities including the Biggest Morning Tea collections, birthday celebrations and quarterly awards
- Stakeholder Management and Communication: Act as a key point of contact for internal and external stakeholders, ensuring open lines of communication and effective resolution of topical issues
- Liaise with WorkSafe Victoria, large employers, intermediaries and other partners to ensure contractual obligations, service objectives and operational success are achieved
Premium Services Manager
Allianz Workers' Compensation
Melbourne
01.2018 - 12.2022
- Leadership and Team Management: Lead a group of 30 premium and credit employees, overseeing the largest Authorised Agent portfolio with over 100,000 policies and $1 billion in billed premium
- Ensure team performance and productivity, fostering a cohesive and motivated team culture
- Strategic Navigation and Crisis Management: Successfully navigate through significant Scheme turbulence, such as the 300% increase in new registrations due to State Government grants amidst the COVID-19 pandemic
- Develop and implement strategies to manage increased workload, maintain service quality and prevent employee fatigue
- Premium Collection and Financial Performance: Deliver Scheme-leading Agent performance by collecting 99.47% of over $1 billion in billed premium as of 30 June 2022, and 99.41% as of 30 June 2021 with 40,000 more policies than competitors
- Apply calculated strategies to enhance engagement and morale whilst achieving exceptional financial results
- Digital Transformation and Remote Work Adaptation: Fully digitalise existing procedures to support a seamless transition to Working from Home (WFH)
- Maintain productivity and a strong team spirit despite the remote work environment, ensuring that all employees can still perform their tasks efficiently and effectively
Technical Specialist
Allianz Workers' Compensation
Melbourne
01.2015 - 12.2017
- Complex Premium Matter Resolution: Review and resolve complex premium matters, such as industry classification disputes, interpreting public rulings, applying contractor guidelines, and ensuring compliance with grouping provisions and other legislation
- Ensure that employer premiums are calculated accurately and fairly
- Training and Development: Develop, produce, and conduct all formal premium and credit training sessions
- This includes training new starters, account managers, and internal and external stakeholders to familiarise them with the necessary aspects of Workers Compensation legislation and premium calculation methods
- Acting Manager Responsibilities: Fulfill higher duties as Acting Manager, leading and overseeing 25 employees, at that time, across both the premium and credit departments for extended periods
- Ensure that turnaround times and service level standards are consistently maintained during these periods
- Stakeholder Engagement and Communication: Engage with and provide support to internal and external stakeholders, ensuring clear and effective communication regarding premium calculations, legislative requirements, and dispute resolutions
- Foster strong relationships to enhance understanding and compliance with Workers' Compensation premium legislation
Public Practice Specialist
CPA Australia
Melbourne
01.2014 - 12.2015
- Application Processing and Compliance: Process Australia-wide applications for Certified Practising Accountants (CPAs) involved in Public Practice, ensuring compliance with the Professional Indemnity Insurance (PII) obligations of the Limited Liability Scheme
- Review applications thoroughly to maintain high standards of professional accountability and integrity
- Customer Service and Support: Provide frontline customer service and broad support to Public Practitioners, a demographic representing over 20,000 members of CPA Australia's 150,000+ membership base
- Address inquiries, resolve issues, and offer assistance to ensure member satisfaction and engagement
- Regulatory Guidance and Exemptions: Offer guidance, grant exemptions and provide interpretations of the CPA Australia By-Laws, Constitution and applicable accounting and auditing standards
- Ensure members understand and adhere to professional regulations and standards
- Stakeholder Engagement and Communication: Engage with Public Practitioners and other stakeholders to communicate important updates, regulatory changes and professional requirements
- Foster strong relationships and ensure clear, effective communication to support the professional development and compliance of members
Premium Auditor
WorkSafe Victoria
Melbourne
01.2010 - 12.2013
- Complex Premium Audits: Process premium audits by analysing financial data and other relevant information to ensure employers' policies comply with Workers' Compensation legislation
- Conduct thorough reviews to verify accuracy and adherence to regulations
- Premium Self-Assessment Reviews: Review and handle large volumes of premium self-assessment forms, ensuring they are completed to a high standard
- Verify the accuracy of self-reported data and ensure compliance with applicable guidelines and legislation
- Uninsured Employer Identification: Identify, register and penalise uninsured employers, contributing to the overall integrity, equity and financial viability of the WorkSafe scheme
- Implement measures to enforce compliance and ensure all employers meet their insurance obligations
- Data Analysis and Reporting: Analyse financial data and audit results to identify trends, discrepancies and areas for improvement
- Prepare detailed reports and documentation to support audit findings and inform decision-making processes within the organisation
Senior Technical Officer
Xchanging
Melbourne
01.2005 - 12.2010
- Deputy Management of Premium and Credit Department: Serve as the 2IC (Second in Charge) of the Premium and Credit Department, providing technical expertise and support to the team
- Manage complex premium calculations and ensure accuracy in all processes
- Team Supervision and Leadership: Supervise and lead a team of 6 direct reports, organising and assigning daily work, authorising new registration forms and correspondence
- Ensure high work standards and a productive and efficient work environment are consistently achieved
- Client Portfolio Management: Expertly manage a select portfolio of the company's largest clients, efficiently handling technical premium inquiries
- Provide clear and succinct explanations of complex premium calculations and project premium forecasts for the coming financial year
- Technical Support and Guidance: Provide technical support and guidance to the team, resolving complex premium calculation issues and ensuring compliance with relevant regulations and standards
- Continuously develop and update technical knowledge to support team performance and client satisfaction
Education
Graduate Certificate - Personal Injury Management
Monash University
Melbourne10.2023
Diploma - Accounting
RMIT University
Melbourne01.2012
Diploma - Financial Services
FINSIA
Melbourne01.2008
Victorian Certificate of Education -
Marist-Sion College
Warragul01.2000
Skills
Strategic Planning and Execution
Leadership and Team Management
Operational Efficiency
Financial Acumen
Stakeholder Management
Risk Management and Compliance
Key Capabilities
- Strategic Planning and Execution
- Leadership and Team Management
- Operational Efficiency
- Financial Acumen
- Stakeholder Management
- Risk Management and Compliance
Selectedachievements
- Achieved industry-leading performance standards by driving the team to over 96% on 23/24 Quality Decision Making measures, 98% direct payee timeliness, #1 in debt collection, and #1 in claim dispute resolution, ensuring continuous improvement through service delivery, operational success and sensible efficiencies.
- Implemented divisional-wide people and culture initiatives, resulting in a significant reduction in employee turnover from 22% to 11% within 12 months, and an increase in Employee Engagement through our Annual Cultural Survey from 76% to 85%.
- Successfully navigated the whole team through significant turbulence during the COVID-19 pandemic, handling a 300% increase in new registrations due to State Government grants whilst moving the entire office-based workforce to WFH.
- Selected as a WorkSafe 'Recognition of Excellence' Finalist for Outstanding Contribution by an Individual, highlighting exceptional dedication and exemplary service to customers on their WorkCover insurance.
- Selected as an Allianz National 'Aspire Award' Finalist for Customer & Market Excellence, recognising outstanding performance and dedication to exceeding customer expectations and driving market success.
- Awarded the Allianz Victorian Workers' Compensation Award for Operational Excellence & Collaborative Leadership, recognising exemplary performance in enhancing operational efficiency and fostering a collaborative work environment.
Volunteer Experience
- Volunteered at St Vincent's Store, contributing to the community by assisting with store operations, assisting customers and supporting the organisation's mission to provide aid to those in need.
- Led OzHarvest Volunteer Team, coordinating efforts to rescue surplus food and distribute it to those in need, significantly reducing food waste and supporting community food security initiatives.
- Volunteered as an English Teacher for Refugees, providing language instruction and support to assist them integrate into the community, enhance their communication skills and improve their opportunities for employment and social connection.
References
Available Upon Request
Timeline
Acting Head of Policy, Entitlements & Operations
Allianz Workers' Compensation
01.2023 - Current
Premium Services Manager
Allianz Workers' Compensation
01.2018 - 12.2022
Technical Specialist
Allianz Workers' Compensation
01.2015 - 12.2017
Public Practice Specialist
CPA Australia
01.2014 - 12.2015
Premium Auditor
WorkSafe Victoria
01.2010 - 12.2013
Senior Technical Officer
Xchanging
01.2005 - 12.2010
Graduate Certificate - Personal Injury Management
Monash University
Diploma - Accounting
RMIT University
Diploma - Financial Services
FINSIA
Victorian Certificate of Education -
Marist-Sion College