Technology Operations Manager

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share

The US and Canada Technology Group Chief Information Office (CIO) reports into the Group CIO who is responsible for circa 60,000 staff and an annual operating budget of approximately $7 billion.  Their resources are aimed at protecting circa 220,000 staff across 62 countries providing financial services to circa 39 million customers worldwide.

Reporting to the GCIO (Group Chief Operating Operations) Operations Director, Functional Manager, and the US Head of Regulatory and Strategic Programs, Entity Manager, the GCIO Operations Manager, 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 both their GCIO CIB(Corporate Institutional Banking) COO (Chief Operating Operations) team to leveraged the relevant pillar teams,  and with the central GCIO COO pillar teams to simplify and standardize processes through adoption of best practice 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.

As the Technology Operations Manager, you will:

• Define and maintain a rolling 3-year Service line workforce plan in line with the US Technology Financial Plan and aligned to the wider GCIO & Group workforce & location strategies
• Be 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
• Be responsible for maintaining Service Line workforce plans in line with the Strategy and hitting all workforce targets – supported by a fully-costed headcount model
• Work on business case development for key workforce initiatives such as contractor replacements, orchestration efficiencies and Generative AI impact on Service Line’s future state
• Be responsible for the management of the multi-year Service Line FRP (FTE and $) 
• 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. Analyze options and support the development of Business Cases. Review, plan and prioritize funding options across RTB, CTB, and other portfolios (e.g. LTO)
• Work on negotiation & Contracting - P&L development and business case updates. Confirm financial, workforce and recharging model. Support procurement with commercial negotiation, assessment, and deal structuring. 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
• 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
• 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 programs and co-ordinate the setup of these programs 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
• Service Line Portfolio Finance & Benefits - Oversight of program financial reporting tracking forecast/actuals, Management of GPDM interlocks and budget, Track, validate and report program financial benefits

You´ll likely have the following qualifications to succeed in this role:

• 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
• An 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
• A track record with creating and leading a high-performance global team
• A 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
• A demonstrable experience in managing significant financial and resource plans, organizational transformation, and project portfolio management
• An ability to manage and mitigate operational risk effectively
• Develop and maintain 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

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.