Accomplished Senior Business Manager with over 30 years’ experience in Financial Services across Global Conduct Management, Operational Risk Management and Business Transformation. Strong background in business development having led sales, programme and operational teams with commercial objectives.Reputation for delivery, evidenced by a consistent track record of achieving high-quality results within timeframes and budgets. Specialises in process redesign and streamlining to drive substantial cost reductions and champions efficiency through a logical, process-driven approach, demonstrating pragmatism and resourcefulness. Innovative problem solver with an unwavering customer focus, able to understand client needs and craft creative, commercially viable and risk-assessed solutions that prioritize the customer experience and drive the best customer outcomes. Creates strong, effective relationships with key stakeholders through direct and transparent communication. Exercises decisive judgment to make the right decisions rather than the easy ones. Influential leader used to skilfully navigating challenging conversations with stakeholders across multiple geographies up to board level. Inspirational and passionate people manager who leads by example and motivates through effective team leadership. After 30 years in financial services I have also set up Horizon Financial Planning and Coaching for individuals and employers helping inviduals to organise, plan and understand their personal finances. -Experience in Conduct Risk, Operational Risk and Control, Business Transformation and Programme Management, Business Management, Customer Experience, Process reengineering, Streamlining, Business Development, Organisational and Target Operating Model Design.-Global outlook having worked across 34 Retail Bank markets in EMEA, Asia Pacific, the Middle East and the Americas.-Flexible background in customer-facing and non-customer-facing roles.-Design and implementation of robust conduct and operational risk and management frameworks.-Risk management dept at identifying risks and devising strategies for effective risk mitigation.-Skilled in data-driven decision making, developing actionable management information to inform decisions.-Financial Management of cost base of up to $500m.-Strong execution skills known for ‘getting things done’ through collaborating with cross functional teams.-Impactful communication style able to explain financial concepts clearly.-Strategic thinker able to set goals and plan implementation for long-term success.
Horizon Financial Planning & Coaching
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Director (Founder And Owner)Horizon Financial Planning & CoachingBerkhamsted, Gb
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Director (Founder/Owner)Horizon Financial Planning & Coaching Feb 2022 - PresentBerkhamsted, England, United KingdomFinancial planning for individuals and employers helping individuals to organise, plan and understand their personal finances. • Goal Setting: Analysing clients’ financial goals, needs and risk tolerance to develop customised financial plans.• Financial Analysis: Evaluating clients' current financial situations, including assets, liabilities, income, and expenses, to formulate informed recommendations.• Financial Planning: Creating comprehensive financial plans that address investment strategies, insurance coverage, tax strategies, estate planning, and more.• Investment Recommendations: Providing advice on suitable investment options based on clients' risk profiles and financial goals.• Risk Management: Recommending appropriate insurance coverage to mitigate potential risks, such as life insurance, health insurance, and disability insurance.• Regular Reviews: Conducting periodic reviews of clients' financial plans to assess progress toward goals and making necessary adjustments.• Market Research: Staying updated on market trends, economic conditions, and regulatory changes that could impact clients' financial plans.• Client Education: Educating clients about financial concepts, investment principles, and the implications of their financial decisions as well as information on market trends, economic conditions and regulatory changes.• Compliance: Adhering to industry regulations, ethical standards, and maintaining required licenses and certifications.• Relationship Management: Building and maintaining strong client relationships based on trust, integrity, and professionalism.
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Global Head Of Conduct, ComplianceHsbc Jan 2020 - Jul 2021London, England, United KingdomReported to Group Head of Compliance, led 5-member Group Compliance team overseeing HSBC's Conduct framework across 3 business lines and 72 countries (EMEA, Asia Pacific, Middle East, Americas), embedding it within bank's risk management framework.• Evaluated live product approvals, ensuring fair value alignment.• Developed team capabilities via internal and external recruitment to build global conduct compliance capability.• Managed diverse stakeholders, navigating cultural differences to secure buy-in for group-wide Conduct framework.• Influenced regions bridging conduct standards and regulations for equitable customer treatment.• Established comprehensive Group-level reporting framework for internal and regulatory needs.• Oversaw all Financial Conduct Authority content on Conduct reviews.• Owned global Conduct policies, ensuring uniformity and compliance across HSBC globally. • Fostered a culture of ethical conduct globally to drive the highest standards of customer fair treatment.• Proactively identified and adapted controls in response to the Global Pandemic. -
Global Head Of Business Management And Conduct, Retail Banking And Wealth ManagementHsbc Retail Banking And Wealth Management Jun 2017 - Dec 2019London, United KingdomReporting to the Chief Control Officer, established Retail Bank's Chief Control Office function. Oversaw organizational design, recruitment, and management of global team for Business Operational Risk, Financial Crime, and Sales Quality.• Built and led a 75-person team for Chief Control Office function, recruiting for new positions required.• Managed an 11-member team overseeing 1st Line Risk and Conduct management across 34 Retail markets.• Created and managed global risk reporting framework for Retail Bank, ensuring conduct controls' effectiveness.• Disseminated accurate RAG status across regions, up to executive level, with critical messaging.• Ownership of $29m annual operating plan, $64m Change Budget, and $450m in recharges.• Prepared detailed Cost & Investment Board papers for Retail Bank.• Developed aligned business Conduct MI and reporting framework, tracking operational risk controls globally.• Owned Governance reporting at a Group and business line level for Risk, Financial Crime, and Conduct Committees.• Managed reporting and resolution of Reportable Incidents and Consequence Management for Retail & Wealth Mgt, Fund Management and Insurance.
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Head Of Transformation, Retail Banking & Wealth ManagementHsbc Dec 2010 - May 2017Led the implementation of Global programmes across Risk, Target Operating model and Streamlining projects in the Retail Bank.• Line managed a transformation team of 14 comprising direct staff and consultants.• Retail Bank lead for the design and implementation of a new Conduct Risk framework across HSBC globally.• Global Retail Bank lead for the Customer Correspondence Project driving and achieving a $45m cost reduction from digitization and reduction of postal costs. • Drove the design and implementation of the global Retail Bank Incentive framework across 34 distinct retail markets, each at different stages in their regulatory trajectory. • Navigated cultural differences to effectively persuade regional Retail Bank leaders to transition from a sales-driven incentive structure to a customer-centric framework, measured on customer satisfaction and retention.• Developed Retail and Wealth regulated salesforce operating models.
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Senior Proposition Manager, Premier & WealthHsbc Jun 2008 - Nov 2010Lead a team of project managers in UK change management.• Demise regulated Relationship Managers in the UK. • Reviewed regulated UK retail business and moved to a tied franchise.• Drove the Offshore referral project & initial income sharing arrangement in line with HMRC guidelines.• Launched Absolute Return Funds to UK regulated salesforce (delivered video/communications & training).• Managed and delivered the network and distribution of the first broked mortgage proposition by a UK bank.• Multi-channel relationship management across call center and branch.• Retail Distribution Review (RDR) preparation.
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Area Retail Manager & Branch ManagerHsbc Mar 2006 - May 2008Cambridge & BedfordArea manager for 10 branches and Branch Manager for a top 50 branch in the UK • Grew the customer base, increased income and increased customer satisfaction as measured by feedback surveys.• Delivered the annual operating plan.• Developed the Sales team in branch.• Complaint Management.
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Uk Head Of Premier SalesHsbc Nov 2003 - Feb 2006• Responsibility for distribution/relationship management of the Premier current account proposition in the UK. Improved Premier Relationship Manager performance by developing and rolling out new training.• Rolled out a new Premier Proposition in 2005, increased Premier income between 8% and 15% each year.• Significantly increased acquisition volumes by 10%.• Developed operating model for non-face to face relationship management • Wrote and delivered first ever salesforce Premier Road shows.• Development of Relationship Manager MI and CRM tools.
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Head Of Service & Sales Hemel Contact CentreHsbc Jan 2001 - Oct 2003
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Business Analyst, Retail & WealthHsbc Jun 1998 - Dec 2000
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Relationship Manager, Business & Personal BankingHsbc Jun 1996 - May 1998
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Divisional Planning Manager, Midlands DivisionHsbc May 1994 - May 1996Birmingham, England, United Kingdom
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Graduate ProgrammeHsbc Sep 1992 - Apr 1994Birmingham, England, United Kingdom
Christopher Smith Education Details
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Frequently Asked Questions about Christopher Smith
What company does Christopher Smith work for?
Christopher Smith works for Horizon Financial Planning & Coaching
What is Christopher Smith's role at the current company?
Christopher Smith's current role is Director (Founder and owner).
What schools did Christopher Smith attend?
Christopher Smith attended Aston University.
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Christopher Smith
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Christopher Smith
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