Smart Operations

A Guide for Financial Institutions on Incorporating Client Protection Practices into Institutional Operational Areas

Smart Operations is a practical guide that enables each department of a financial service provider to incorporate key client protection standards. From product design to complaint resolution, it proposes concrete actions that strengthen transparency, accountability, and fair treatment. Its application promotes an ethical culture, improves the client experience, and reinforces business sustainability. The tool is flexible and can be adapted to the reality of each organization. It is essential reading for institutions seeking to offer more human, responsible financial services focused on the real needs of their clients.

❗ Please note that this document dates from the Smart Campaign (before 2021). Some wording has evolved, but the standards this document addresses and how to implement them remain valid.

As of 2022, there are 8 Client Protection Standards, the 8th one being: The Governance and Management are committed to Client Protection, and internal audit & Human Resources systems support its implementation. In the Smart Operations guide, very few elements are related to Governance and Top Management are presented. For more information on the new Governance Standard you can view this webinar: Client Protection Pathway Implementation Serie Webinar #5 on the Role of Governance.