Role PurposeThe 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 Center (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 ResponsibilitiesBusiness Management & Strategy ExecutionTranslate 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 & ControlsOwn 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 ManagementAct 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 & TransformationSponsor 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.Deliver on Simplification – the colleagues and clients should feel benefits and key journeys and processes are measurably more simpleClient Experience & Service ManagementImprove 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 & CultureBuild 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 AccountabilitiesMaintain 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 StakeholdersCEO/Head of Banking Egypt; Regional COO, Functional and Product HeadsOperations, Technology, Finance, HRRisk, Compliance, Financial Crime Compliance, Internal AuditRegional/Global COO community and functional partnersRegulatorCandidate Profile (Essential)Proven track record running complex operating models and delivering measurable improvements in controls, efficiency, and client outcomes.Significant senior leadership experience in banking, with strong exposure to the business eg. Corporate & Institutional Banking (coverage, products, or Corporater & Institutional Banking operations/business management).Deep understanding of banking risk and control frameworks (operational risk, conduct, regulatory compliance, financial crime, data/records).Strong change leadership experience—able to mobilise cross-functional teams and deliver transformation at pace.Excellent stakeholder management skills, including influencing at ExCo/senior leadership level across functions.Strong analytical capability and comfort with MI, KPIs, and governance routines.Arabic SpeakingDesirableExperience in emerging markets and/or working with regional/global matrix organisations.Exposure to transaction banking, trade, payments, lending operations, or client onboarding/KYC transformation.Familiarity with local regulatory expectations in Egypt (or comparable jurisdictions).Experience working in Egypt or similar Middle East marketsQualificationsBachelor’s degree required; postgraduate qualification (MBA/Finance/Management) preferred.Relevant professional certifications (e.g., risk, compliance, project/change) are an advantage.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.
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