Gavin Rapaport

WORK HISTORY

EDUCATION

SKILLS

ABOUT GAVIN RAPAPORT

A product-focussed innovator and leader, driven by the endless pursuit of a smoother and easier client experience.Achievements as Ops Specialist at HL:ELECTRONIC TRANSFERS: Continuously a driving force towards the ongoing department-wide objective of increasing the proportion of transfer applications received and processed electronically, rather than by post. Always working to streamline our online transfer journey to be simple and efficient for clients, actively managing and improving our database of requirements for over 500 companies, and promoting a culture of taking responsibility of information gathering. Success since 2019 has seen electronic requests increase from 50% to 80%.TELEPHONE TRANSFERS: Designed and delivered a new way for clients to submit transfer requests through our Helpdesk, which now receives 15% of all requests. Worked with HD managers and training staff, designing a training structure and accuracy reports, and holding regular review meetings. It’s allowed us to now offer a “10 minute transfer”, which receives great feedback.EMPLOYEE SHARE SCHEME TRANSFERS: Transformed the complex and inefficient ESS transfer process into a far more effective system, turning a negative client and colleague experience into a major success. I educated myself to become the department’s expert on the subject, and trained extensively throughout Ops and Helpdesk, delivering hour-long seminars to each Ops team. In three months at the end of 2023, we received double the volume of ESS transfers that we’d seen throughout all of 2022, and our improved process and training allowed us to absorb this.EMAIL TRANSFERS: Reacted to the first COVID lockdown to design and implement (almost overnight) a new process for sending transfer requests, which maintained service levels in a time of extreme pressure. As companies were forced to close their offices, our postal process needed to be replaced with an email process, which had to be secure, DPA-compliant, and have readily presentable audit trails, while also being simple enough to train new starters. It was a great success to achieve this seamlessly without slowing processing times in a period of already extremely high business volumes caused by the conjunction of the pandemic and tax-year end. I was awarded an X grade for my annual appraisal, which is reserved for exceptional contributions.I also continue to be a mentor and guiding voice on my team, and a point knowledge and expertise for a wide range of departments, from Helpdesk and Marketing to Senior Management and external advisers.