Description
Role Purpose The Chief Operating Officer (COO) for Egypt is accountable for leading the end-to-end operational management of the business, ensuring a robust control environment, efficient execution, and scalable growth. The role partners closely with the CEO/Head of Banking, Product, Partners, Operations, Risk, Compliance, Finance, Technology, Global Service Centre (GSC) Cairo and HR to deliver a safe, well-controlled, and client-focused franchise. This is a senior leadership role with responsibility for driving operational excellence, regulatory readiness, and strategic change,balancing pace with prudence in a highly regulated banking environment.
Key Responsibilities Business Management & Strategy Execution Translate business strategy into executable operating plans, KPIs, and governance routines; track delivery and remove blockers. Lead business management disciplines: performance management, pipeline/portfolio rhythm, resource planning, and prioritisation. Drive productivity and cost discipline, ensuring investments are aligned to client outcomes and risk appetite.
Operating Model, Process & Controls Own and continuously improve the business operating model across front-to-back processes (origination to servicing). Strengthen the control environment: operational risk, conduct, data quality, record keeping, and issue management. Ensure effective governance forums, decision rights, and management information (MI) to support timely, evidence-based decisions.
Regulatory & Stakeholder Management Act as a key senior point of contact for internal governance and, where appropriate, external stakeholders (e.g., regulators, auditors) in partnership with Compliance/Risk. Ensure ongoing readiness for regulatory change, audits, and reviews; drive remediation plans to closure.
Change Delivery & Transformation Sponsor and govern strategic change initiatives (process digitisation, client onboarding improvements, service model enhancements, controls automation). Partner with Technology and Operations to deliver resilient, secure, and scalable solutions; ensure benefits realisation.
Client Experience & Service Management Improve client journeys and service performance (onboarding, KYC refresh, credit execution, trade/transactional servicing). Monitor service metrics and root-cause issues; drive cross-functional fixes that stick.
People Leadership & Culture Build a high-performing, inclusive team culture aligned to HSBC values. Develop talent, succession plans, and capability uplift across business management, controls, and transformation disciplines.
Governance & Control Accountabilities Maintain strong oversight of operational risk, issues, incidents, and control testing outcomes. Ensure adherence to HSBC policies, local regulatory requirements, and CIB standards (including financial crime, sanctions, and conduct expectations). Promote a culture of accountability, timely escalation, and ‘fix it once, fix it properly’.
Key Stakeholders CEO/Head of Banking Egypt; Regional COO, Functional and Product Heads - Operations, Technology, Finance, HR Risk, Compliance, Financial Crime Compliance, Internal Audit Regional/Global COO community and functional partners Regulator
What Success Looks Like (First 12–18 Months) Clear operating rhythm and governance in place with improved execution discipline. Measurable simplification progress in key client journeys. Stronger control environment with reduced aged issues and improved audit/regulatory outcomes. Tangible improvements in client onboarding/service performance and operational efficiency. Delivery of priority change initiatives with measurable benefits and sustainable adoption.