COO Operations Manager - Costs Experience 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 Workforce Strategy & Management – 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. Partnering with the GCIO & GBGF Workforce pillar head and People partner teams to cascade & execute across all Service Line resources the three pillars of workforce lifecycle: 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. Retain – Cascade & embed People initiatives including reward and recognition, wellbeing, DE&I & colleague engagement. 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. Responsible for maintaining Service Line workforce plans in line with the Strategy and hitting all workforce targets – supported by a fully-costed headcount model. Business case development for key workforce initiatives such as contractor replacements, orchestration efficiencies and generative AI impact on Service Line’s future state workforce. Financial Management – Responsible for the management of the multi-year Service Line FRP (FTE and $) including effective budgeting, planning and cost management processes for total spend across Service Line. Identification of and delivery against cost optimization levers. Accurate monthly & FY forecasting & accruals. Full recovery of all global costs. Detailed & clear reporting and MI including transparency of cost base for senior Service Line leadership team through accurate, consistent, and timely reporting. Third Party Management – Deal Initiation – Ensure alignment of key parties to agree objectives and support the development of the Tech/Business strategy to deliver. 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; Manage Third Party Spend (TPS) approval process; 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; Refresh objectives and strategy review at agreed date; Oversight of TPEM tasks completion, vendor performance and associated risk management. Portfolio & Accountability – Service Line Portfolio Oversight & Practices – Responsible for the management and oversight of the Change Portfolio, facilitate milestones, coordinate programme setup in Clarity, provide reports/MI, track milestones, ensure accountability, drive consistent practices and tooling, collaborate with GBGF & Central GCIO COO Portfolio team and Group Transformation. 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. Governance – Manage their Service Line CIO’s commitments across governance forums, writing papers and proactive management of actions. Analysis, stakeholder engagement and support to external parties on behalf of or 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 tailor message according to 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. Track record of 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, organisational 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. Language Level Advanced English. At HSBC we offer our colleagues a greater number of leave days so 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. 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