Director, COO and Branch Manager
HSBC · New York City
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 Director, COO and Branch Manager, serves as the principal operations executive supporting the HCIB-US Branch General Manager. During the first year, the role will have a significant 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 role works through the relevant 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 the operating model and assume broader strategic operational leadership.
Roles and Responsibilities
Strategic Branch Operations Leadership
- 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 that 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
Regulatory, Risk, and Control Leadership
- Act as the primary operations coordinator for FRB, OCC, internal audit, and independent reviews affecting branch operations, working with the Branch General Manager, Compliance, Legal, Risk, Finance, Regulatory Affairs, and business-aligned 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
Service Delivery and Operational Performance
- 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 the accountable product and Treasury executives
Resilience, Technology, Data, and Transformation
- 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, with gaps, overdue actions, and material concerns escalated appropriately
- Partner with Technology and Change teams to incorporate operational requirements into strategic initiatives and platform changes and to 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
Leadership and Governance
- 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. Promote a culture of accountability, disciplined execution, continuous improvement, and effective risk management
Required Qualifications
- 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
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!
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.
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.