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Terry D Small
Mobile Phone: 0044 (0) 7897 393445 E-mail: telsmall@hotmail.com
A confident&positive individual who workswell aspartof a team or alone.Excellentcommunication&rapport
buildingskills,approachable&calmin duringbusyworkingperiods.Focusedondelivering exceptionalcustomer
service.Attentiontodetail,consistentaccuracy,logical approachandprovenstrengthsof determinationand
persistence. Able toworkeffectivelyunderpressure,remainingcalminthe knowledgethatthere isalwaysasolution
to any problem, asevidencedbyover10 yearsof experience inthe finance environment.
Key Skills:
 Strong people and problem-solving skills
 Forecasting & planning
 Ad-hoc reporting
 Trend analysis
 Financial control and analysis
 Excellent communication skills
 Budget processing
 Prioritising tasks & meeting deadlines
Career Summary & Experience
HSBC Bank
Business Partner Jan 2013 to present
 Provide BusinessPartnersupporttoEuropeanHeadsof Service Deliveryandthe EuropeanHeadsof Business
Services.ProvideBusinessPartnersupporttoUK Service DeliveryBusinessheads
 SupportService Deliveryachieve AOPtargetsthroughstrongcostmanagement,highlightinganysignificant
risksi.e.unachievable AOP/LEopportunitiesatAOP/LE stage
 Buildmeaningful relationshipswithmycolleagueswithinProductionManagement,CreditServices&Risk
Admin.Challenge andsupportthe businessheadsin achievingtheirobjectives
 Fullyunderstandbalance sheet,regularlyreviewingwithbusiness.Earlyandappropriate escalationof any
issuesarisingwithadverse/favourable positionandclearlyidentifiedreconciliationof unexpectedbalance
sheetissues.Developanunderstandingandcontrol of balanceswithinmycontrol
 Simplifythe currentcomplexityof processeswiththe aimof consolidating/offshoringwhere possible.
Complete monthlyreviewonAssurenet,AOP,andmonthendcommentarypreparation.Reduce the amount
of costcentresbeingused.Reviewof Inter-groupinvoicesprocessingtomake processmore efficient
 Facilitate monthendactivities(e.g.adjustments),enhancingcommentaryonsignificantvariancesfrom
month-on-month,year-to-date,previousyearandannual operatingplan
 Followingreviewof monthlyfinancials,preparesummary& issue tobusinessstakeholders
Finance Analyst Feb 2006 – Jan 2013
 Responsible forthe creationof annual operatingplanforglobal rechargesof over£100m to a numberof
businessareasacrossthe UK, resultingindevelopingexcellentandlongstandingrelationshipswitha
numberof SeniorManagement
 Effectivelybecame the central pointforglobal queries,wherebybusinessareaswouldseekmyexperience in
dealingwithcomplexqueries
 Primarycontact for HBEU Global costs.The role involved closeliaisonwiththe businessareasof Service
Delivery,aswell asbusinessandMIareas outside of Service Deliveryincludingthe Global Service Centres,
Central Finance Utility,andBankPerformance Analysis.
 Assisted withthe productionandpresentationof profitestimates(quarterly),strategicplanandbudgets.
 Maintainedcontrol of global rechargesandproducedtimelyandrelevantMIforthe businessareas.To
provide robustanalysesandinterpretfinancial andnon-financial information.
 To ensure thatthe monthly‘Centre of Excellence’ costswere allocatedouttothe businessareas,whichfall
under'HSBC Bank PLC' by workingcloselywiththe Global ServiceCentresandtore-establishtieswiththese
businessareas.

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 Providedaservice toHTS and theircustomersthatmade me a trustedadvisor,providinguseful
interpretationof numbersandanalysis.Explore opportunitiestoidentifysavingsopportunitiesand challenge
businessbehaviouranddecisionsif necessary.
 Supportedthe BusinessFinance Partnerinprovidingfinancial analysis,Annual OperatingPlansandLatest
estimatesforGlobal Service CentrescostandFTE's
 To ensure thatthe Global Service Centrescostare allocatedoutto the SDUK and NonSDUK businessareas
on the Global MI are done ina timelymannerbyworkingcloselywithAccountspayable.
 Produced& providedbusinessleaderswithhighqualityMIand businesspartnering.Toprovide accurate
Global ManagementInformationtoService Delivery&Non-Service Deliverycustomers,inatimelymanner
 Supportedthe SeniorBusinessFinancial Controllerinprovidingfinancial analysisforthe Annual Operating
Planand StrategicPlanprocessesandmanagementof the quarterlyprofitestimates
MI Co-Ordinator Jun 2002 – Feb 2006
 Responsible forthe productionof daily/weekly/monthlyMIforHSBC call centre dealingwithLife,Pensions
& Investmentsqueries
 Productionof robustshiftrotasbasedon dailycall volumes,ensuringadequate coveracrossbusyperiods
and reviewingwhere issuesarose
 Produced& providedthe Managementteamwithaccurate meaningful data
 Coveredsystemsresponsibilitiesforcall centre andgainedextensive knowledgeof HSBCworkingplatforms
Customer Services Representative Sept 1998 – Jun 2002
 WorkinginHSBC call centre dealingwithLife productqueries,frombothcustomers&Financial Planning
Managers
 Constantlymaintainapositive attitude andbeingabletoshow empathy, whendealingwithcustomers &
enjoyedhelpingpeople
 Consistentlymetthe monthlytargetsandcustomercall scores,resultinginmonthlyrecognitionawards
 Giventhe opportunitytouse ‘excel’andbuildmyskills,whichhas benefitedmycareer
Pensions Review Clerk Oct 1996 – Sept 1998
 Dealingwith incomingcustomerfiles andinputtingontoHSBCsystems
 Trainednewstaff throughcoaching,supervisionandmentoring.Auditedworkloadandassistedcolleaguesin
more complex tasks
 Responsible foroff-siteemployeesMI,collatingintomeaningfuldataformy Supervisor
 Convertingcustomerfilesfrompaperbasedontomicrofiche
Keywest Insurance Brokers
Branch Manager Sept 1990 – Apr 1995
 Dealtwithincomingcustomers queries andofferedmotorinsurance quotes
 Successivelyintroducedweeklyincentive schemestoemployees,toincrease sales
 Handledcustomercomplaintsinaprofessional andcourteousmanner.Listenedtoissues,gained
understandingof concernsinanattemptto resolve the customerconcerns
Furtherdetailsof earlieremploymenthistory,available onrequest.
Training and Qualifications
 Windows
 StrongMicrosoft Office skills(Word,Excel,Powerpoint)
 TM1 End User
 Lotus NotesUser
 4 ‘O-Levels’