Job Title

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of COO Operations Manager Role Purpose: Reporting to the GCIO Operations Director, IWPB Technology, the GCIO Operations Manager Americas Technology will be responsible for the design, implementation, and management of efficient global operational processes for all COO related activities for the CIO service line/s, including Workforce Management, Financial Management, Portfolio & Accountability, Governance, and 3rd Party management. They will work closely with their GCIO IWPB COO team, leveraging the relevant pillar teams to provide a best in class, cohesive, and consistent service offering across GCIO, as well as working closely with partners in the People Function, Procurement, Finance, Risk, Compliance and Group Transformation. Main Activities: 1. Workforce Strategy & Management – a. Define and maintain a rolling 3 year Service line workforce plan in line with UK Technology Financial Plan and aligned to the wider GCIO & Group workforce & location strategies b. Partnering with the GCIO & GBGF Workforce pillar head and People partner teams, to cascade & execute across all Service Line resources, the 3 pillars of workforce lifecycle - i. Attract – Execution of GCIO workforce strategy for UK Technology to drive alignment to Future state, leveraging People services as required for - hiring at scale, conversion programs, outsourcing, insourcing, HSBC as brand of choice, emerging talent programmes, external market insights and social media strategy ii. Retain – Cascade & embed People initiatives including reward and recognition, wellbeing, DE&I & colleague engagement. iii. Grow – Execute and embed on the People led Emerging Talent strategies to grow and develop the workforce & support & champion upskilling, management & leadership training, sponsor and mentoring programs. c. Responsible for maintaining Service Line workforce plans in line with the Strategy and hitting all workforce targets – supported by a fully-costed headcount model. d. Business case development for key workforce initiatives such as contractor replacements, orchestration efficiencies and Generative AI impact on Service Line’s future state workforce Continued … 2. Financial Management – Responsible for the management of the multi-year Service Line FRP (FTE and $) including: a. Effective budgeting, planning and cost management processes for total spend across Service Line. b. Identification of and delivery against cost optimization levers c. Accurate monthly & FY forecasting & accruals d. Full recovery of all global costs e. Detailed & clear reporting and MI including transparency of cost base for senior Service Line leadership team through accurate, consistent, and timely reporting. 3. Third Party Management – a. Deal Initiation - Ensure alignment of key parties to agree objectives and support the development of the Tech/Business strategy to deliver. Ensure both a vertical and horizontal view is considered through value streams and co-design structures so that services are not duplicated and that there is a cohesive strategy around our service providers and tooling – this will need to happen for not only new deals but also with the current landscape of providers. Provide 3rd party requirements to procurement. Analyse options and support the development of Business Cases. Review, plan and prioritise funding options across RTB, CTB, and other portfolios (e.g. LTO) b. Negotiation & Contracting - P&L development and business case updates. Confirm financial, workforce and recharging model. Support procurement with commercial negotiation, assessment, and deal structuring. c. Approvals & Execution - Confirm contract meets requirements, including funding and P&L impact. Ensure pre-contract TPEM tasks complete. Manage Third Party Spend (TPS) approval process. Support approval briefings, incl. COO, Finance and Tech. Update forecasts and manage budget/funding and workforce requirements. Submit and/or manage Purchase Orders d. Post Execution - Validate benefit claims. Manage financial, workforce and recharging requirements (including forecasting, invoicing, global contract distribution and balance sheet). Refresh objectives and strategy review at agreed date – with sufficient time prior to the next negotiation period so that we can lock in on any new or changed requirements or needs. Oversight of Third-Party Engagement Management (TPEM) tasks completion, vendor performance, and associated risk management 4. Portfolio & Accountability – a. Service Line Portfolio Oversight & Practices - Responsible for the management and oversight of the Change Portfolio for their Service Line/s. Facilitate the definition of key milestones for all programmes and co-ordinate the setup of these programmes within Clarity. Provide detailed reports / MI to support monitoring & tracking of deliverables across the Service Line Portfolio, track milestones, ensure appropriate accountability for timely delivery, and early intervention/escalation on any challenges delivery risks. Hold delivery leads to account against execution plans, challenge and escalate where necessary, drive clear accountability and scope for delivery leads, drive consistent practices and tooling and work with GBGF & Central GCIO COO Portfolio team and Group Transformation to adopt best practice. b. Service Line Portfolio Finance & Benefits - Oversight of programme financial reporting tracking forecast/actuals, Management of GPDM interlocks and budget, Track, validate and report programme financial benefits. 5. Governance – a. Manage their Service Line CIO’s commitments across governance forums, writing papers, proactive management of actions. b. Analysis, stakeholder engagement and support to external parties, on behalf of / in support of their CIO Qualifications Required: Proven track record of senior executive leadership and management roles within the financial services industry, preferably within multinational banks Strong verbal and written communication skills – able to translate complex situations into a simple digestible message and able to tailor message according to the target audience. Able to create impactful presentations and updates for a senior audience. Understanding of Cybersecurity together with a broad technology and risk management experience. This includes but is not limited to cybersecurity control design and implementation, operational process and incident response and knowledge of the external environment - regulatory, political, competitor and market Track record of with creating and leading a high-performance global team Key influencer of people – can demonstrate exemplary teamwork and collaboration skills with ability to gain buy in and support to driving an end state design through to execution. Experience of managing within a complex matrix environment Deep financial and commercial awareness Demonstrable experience in managing significant financial and resource plans, organizational transformation, and project portfolio management. Ability to manage and mitigate operational risk effectively. Develops and maintains long term relationships with highly critical stakeholders internally and externally. Maintains expert knowledge of stakeholder requirements, competitor activities and market trends to influence future direction. Strong analytical and problem-solving skills, with the ability to synthesize complex information and make data-driven decisions to drive business outcomes. Lenguage Level: Advanced English . Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised. At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care. HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. ***Issued By HSBC***