Lachlan Singleton

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.

• Strategic Planning and Execution
• Leadership and Team Management
• Operational Efficiency
• Financial Acumen
• Stakeholder Management
• Risk Management and Compliance

• 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.

• 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.