Director, COO and Branch Manager

HSBC Global Services Limited • New York, NY

7d

About The Position

The Director, COO and Branch Manager serves as the principal operations executive supporting the HCIB-US Branch General Manager. During the first year, the role has a hands-on focus on coordinating and monitoring day-to-day operational execution, service-provider performance, governance, regulatory readiness, resilience, and change delivery across the branch. The position works through product, operations, technology, risk, regulatory compliance, finance, and service-provider teams; maintains transparent reporting on performance, controls, issues, dependencies, and remediation; and escalates material matters and decisions to the Branch General Manager and appropriate accountable executives. As the branch expands, the role will progressively shape and scale its operating model and assume broader strategic operational leadership.

The role leads strategic branch operations, coordinates regulatory, risk, and control activities, oversees service delivery and operational performance, and supports resilience, technology, data, and transformation. As the branch grows, the position will build and lead a high-performing branch operations team and promote accountability, disciplined execution, continuous improvement, and effective risk management.

Requirements

• Extensive senior leadership experience in banking operations, business management, or operational risk within a complex, regulated financial institution.
• Direct leadership experience with U.S. branch or agency operations of a foreign banking organization, including cross-border governance and service delivery.
• Deep knowledge of U.S. banking regulations, operational risk and controls, examinations, remediation, resilience, recovery and resolution, and service-provider oversight.
• Proven success designing and scaling operating models, leading transformation, and supporting product and business expansion.
• Demonstrated ability to advise senior executives, influence enterprise stakeholders, and drive outcomes across functions without direct authority.
• Exceptional strategic judgment, leadership presence, communication, problem-solving, and execution discipline.
• Must be legally authorized to work in the U.S.; HSBC will not provide immigration sponsorship for this position.

Responsibilities

• Serve as the senior operations lead for the HCIB-US Branch, coordinating with accountable teams to support effective day-to-day operational execution and service delivery.
• Establish and manage operating rhythms, governance forums, management reporting, action tracking, and escalation processes.
• Coordinate operational readiness for new products, services, regulatory requirements, and material business initiatives, ensuring dependencies, controls, testing, and implementation activities are completed.
• Maintain and progressively evolve the branch operating model, including the annual Target Operating Model review, as products, services, and operational complexity increase.
• Advise the Branch General Manager on operational performance, risks, dependencies, investment needs, and matters requiring senior decision or escalation.
• Act as the primary operations coordinator for FRB, OCC, internal audit, and independent reviews affecting branch operations, working with relevant branch and enterprise teams.
• Coordinate and, where appropriate, lead operational responses to examinations, information requests, management actions, and remediation programs; monitor commitments, challenge delays, and escalate material risks.
• Maintain evidence of effective first-line operational controls, issue management, and compliance with applicable U.S. regulatory requirements.
• Partner with Business Risk teams to monitor operational risks, incidents, near misses, control weaknesses, audit findings, and emerging risks, ensuring timely remediation and escalation.
• Oversee services delivered by HTSU, HCIB, HBUS, and other affiliated or third-party providers, including service delivery, capacity, controls, dependencies, and escalation.
• Establish and monitor service levels, KPIs, risk indicators, and management information; coordinate corrective actions and hold service owners accountable for remediation.
• Oversee updates to the service catalogue and Intra-Group Service Agreements between HTSU, HBUS, and the branch as products and services are introduced or changed.
• Monitor service metrics, processing exceptions, and operational losses; identify and drive opportunities for automation, straight-through processing, and operational efficiency.
• Coordinate oversight of trade, payments, cash management, transaction support, and liquidity-related operational processes with accountable product and Treasury executives.
• Coordinate the branch’s operational resilience activities, including critical service mapping, impact tolerances, business continuity, recovery planning, scenario testing, incident management, and resolution preparedness.
• Monitor resilience requirements and ensure they are embedded in operating procedures, escalating gaps, overdue actions, and material concerns appropriately.
• Partner with Technology and Change teams to incorporate operational requirements into strategic initiatives and platform changes and coordinate testing, implementation, readiness, and adoption.
• Partner with DAO and accountable teams to support operational data quality, records management, regulatory reporting, procedures, inventories, and adherence to data governance standards.
• Maintain an integrated portfolio of operational change and improvement priorities, providing transparent reporting on progress, risks, dependencies, actions, and outcomes.
• Participate in operational governance forums and provide input as required.
• Influence operations, technology, Treasury, Risk, Compliance, Legal, Audit, and global stakeholders to achieve branch objectives.
• As the branch grows, build and lead a high-performing branch operations team, promoting accountability, disciplined execution, continuous improvement, and effective risk management.

Benefits

• Tailored professional development opportunities.
• Competitive pay and benefits package.
• Robust Wellness Hub.
• Welcoming and inclusive work environment.
• Industry-leading volunteerism policy.
• Generous matching gift program.
• Comprehensive program of immersive Sustainability and Climate Change Initiatives.
• Employee Resource Groups that support employee development and networking.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed