HSBC IT Chief Operating Officer, Americas in Buffalo, New York


Chief Operating Officer (COO) America’s is responsible for the whole of the America’s region, including Canada, US & Latin America. The COO plans, directs, and oversees the operational policies, rules, initiatives, and goals for the America’s. They will help the organization execute long-term and short-term plans and directives by implementing judgment, vision, management, and leadership. This role will encompass the COO - America’s, COO - US, COO - Canada & responsible for managing the COO for LAM as well as teams in each location.

Impact on the Business

  • Provide effective direction, planning and oversight to the overall strategy at center level.

  • Oversee credible technical and professional operational processes to achieve tangible change in vendor management in collaboration with key risk domains, business and functional teams.

  • Represent Technology India at appropriate internal and external forums.

  • Drive cost saving initiatives with focus on cost discipline, rationalization and consolidation and ensure they are within the approved AOP.

  • Lead transformation activities and ensure BAU status.

  • Proactively drive and monitor the efficiency and effectiveness of the operations unit.

Customers / Stakeholders

  • Oversee and direct all initiatives and ensure implementation at

  • Regional Technology centers.

  • Run communication and employee engagement initiatives effectively.

  • Oversee the entire Vendor management across businesses and functions with consolidated, clear and accurate MI and data around their specific third party engagements and contracts.

  • Lead and guide the technical training team initiatives and programs at HSBC Technology Poland.

Leadership & Teamwork

  • Maintain and develop positive and professional working relationships with all stakeholders in country, region and central teams.

  • Lead initiatives sustaining behavioural/cultural/leadership changes required to support the delivery of change by authentically engaging a diverse group of stakeholders to deliver at pace.

  • Build network in the external environment i.e. with associations and partners to understand emerging themes and customize practices for the COO organization.

  • Actively influence and manage the internal real estate team and supplier partner resources to implement an overarching real estate strategy for the country in line with global strategies.

  • To execute / facilitate the execution of business strategies relating to strategic digital projects for HSBC Technology.

Operational Effectiveness & Control

  • Ensure adherence to applicable Global, regional and country standards and policies (including GSM, FIMs, and BIMs).

  • Exceptions to policy are raised and mitigated with appropriate justification to the defined escalation channels.

  • Proactively identify process and control weaknesses in any aspect of the process and ensure appropriate actions are put in place to rectify.

  • Liaison for external auditors for entity reviews i.e. RBI/PWC

  • Ensure operational risk policies, FCC (ABC specifically policies) are integrated into the teams from an entity risk perspective.

  • Manage any local incidents/visits involving local authorities or staff or both to satisfactory outcomes ensuring that the organization image is not negatively impacted and with minimal impact to operations.

  • Ensure adherence to center governance, operational business and regulatory requirements . Oversee a robust system to control and minimize incidental risks.

  • To ensure third party risk management policy is implemented where the supplier relationships are with COO.

  • Coordinate management of BCP Incidents with Contingency Risk, Travel, CRE and external authorities.

Major Challenges

  • This is a complex role and brings with it a number of major challenges, including the following.

  • Managing effectively in a matrix organisation across diverse stakeholders and geographies, and maintaining broad oversight of countries within the region.

  • ‘Joining-up’ Regional teams across language, cultural, systems and legislative boundaries.

  • Balancing the Regional priorities while delivering to the GBGF needs, & managing the budgets priorities and targets within the envelopes provided by the GBGF’s

  • Dealing with a range of complex issues with conflicting and changing priorities.

  • Managing the balance between effective execution of day-to-day operations and services, whilst driving a substantial transformation agenda.

  • Ongoing identification of sustainable cost reduction opportunities and working with the necessary senior IT leaders to deliver these savings.

  • Ensuring that risk is well managed, whilst delivering a complex programme of work.

  • Responding to constantly increasing regulatory demands within existing capability and capacity constraints.

  • Staying abreast of external developments in global regulation, market trends and competitor activity.

  • Challenging the status quo with peers across the Global IT leadership team, as well as counterparts in within the countries & Regions.

  • Acting as a member of the IT COO and Regional senior leadership team.

Role Context

  • As part of the senior leadership team for the IT COO and Regional Leadership Team the COO role covers the following scope:

  • Geographical Spread: Regional COO supports multiple countries & business lines in multiple sites, with diverse local processes and compliance rules.

  • Overall headcount for the Regional teams varies by Country & Region but could be as many as 15,000 FTEs.

  • Ability to influence senior executive stakeholders.

  • Overall cost base of the Region varies but it primarily derives from the GBGF’s and should be managed within region, GBGF & global approval processes

  • Third Party Contract financial management of more than 15 suppliers spanning multiple Countries & locations and with significant budgets.

  • Ability to operate in fast-paced market environments.

  • Knowledge of People related workplace legislature across multiple geographies.

  • Knowledge of the Countries in the Region and how they operate in order to improve cost performance ratios and embed industry standard metrics, to drive the regions towards "best in class".

Management of Risk

The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.

The jobholder will also continually reassess the operational / financial Crime risks associated inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions take account of the likelihood of the risk occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

The job holder will ensure a values-led high performance culture, setting the tone from the top around values and lead by example.

Observation of Internal Controls

The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.


This is a

challenging role that requires a senior IT Executive with experience in the

management of technology and organisations at massive scale, deep complexity

and global geographical coverage. The successful candidate will likely have

held a senior technology leadership role within at least one and preferably

multiple large-scale world-class corporations. The ability to balance both the

effective day-to-day business management of a complex technology function with

the leadership of a major transformation programme is essential.

The following knowledge and experience isrequired:

  • Deep expertise and knowledge in the management of a Global IT Organisation or Function and the services that the IT COO function provides.

  • Demonstrated business knowledge, including experience of working within a complex global business unit at scale.

  • Demonstrated knowledge of technology development and infrastructure and how this can be used to meet business needs.

  • Proven experience of leading a major business or technology transformation, with global programme / project management experience.

  • Experience in a senior leadership position, desirably within a global banking environment.

  • Exposure to the front and back office operations within a global banking environment would be advantageous.

  • Strong financial and vendor management acumen.

  • Ability to manage and mitigate operational risk effectively.

  • Experience of managing within a complex matrix environment.

  • Experience working across international cultures.

  • Experience of managing and coordinating a globally dispersed team, at scale.

  • Knowledge of the external environment – regulatory, political, competitor and market.

  • Exceptional stakeholder management skills – able to operate at senior levels and to work equally with business and technology executives.

  • Strong team leadership skills – able to motivate and lead teams, build capability and to set a vision.

  • Collaborative, diplomatic, but also able to challenge in a positive and constructive way.

  • Self-motivated, resilient, robust and able to handle the demands of a challenging role.


Job Field: Information Technology

Primary Location: North America-United States-New York-Buffalo

Schedule Full-time

Shift Day Job

Type of Vacancy Region vacancy

Req ID: 0000C9MA