Vice President - Contact Centre, HSBC GSC Cairo (Cairo, Cairo, EG, 12577)

HSBC
Cairo
Workplace: OnsiteFull timeFunction: Executive & General ManagementEducation: bachelorsSkills: ["Leadership","Communication","Analytical thinking","Problem-solving","Organizational skills"]

Lead operational contact centre teams for conversational banking, establishing robust operational, financial, and risk management infrastructure. Own service, sales, and operational KPIs, manage change and the annual operating plan, and ensure teams meet local regulatory requirements. Drive process improvement and high-volume customer contact performance using MI and analytics, while balancing cost control, revenue growth, and operational risk through contingency planning, audits, and compliance programs.

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FursaFursa
HSBC
HSBC
5 hours ago

Vice President - Contact Centre, HSBC GSC Cairo (Cairo, Cairo, EG, 12577)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead operational contact centre teams for conversational banking, establishing robust operational, financial, and risk management infrastructure. Own service, sales, and operational KPIs, manage change and the annual operating plan, and ensure teams meet local regulatory requirements. Drive process improvement and high-volume customer contact performance using MI and analytics, while balancing cost control, revenue growth, and operational risk through contingency planning, audits, and compliance programs.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead and develop management teams to deliver operational efficiency, effectiveness, and quality across the contact centre.
  • •Own service, sales, and operational performance targets, including annual operating plan management and cost center accountability.
  • •Drive process improvement and interpret complex data to make timely decisions that improve customer service and sales outcomes.
  • •Ensure compliance with local regulatory requirements and implement Group compliance policy, including operational risk and SOX-related training and audits.
  • •Manage operational contingency planning and operational risk identification, assessment, mitigation, reporting, and resolution of internal/external audit points.

Key Requirements

  • •Bachelor’s degree in business or a related field (desired).
  • •At least 10 years of relevant management experience in financial services and/or contact centre operations (desirable).
  • •Experience in financial products and high-volume processing/contact centre operations, including quality and production management.
  • •Operational risk management experience and knowledge of operational risk and SOX for RBWM Centres.
  • •Strong leadership and people management skills, including coaching, mentoring, and developing others.
Experience:Financial servicesContact centre operationsHigh-volume processingOperational risk
Education:Bachelor's
Skills:LeadershipCommunicationAnalytical thinkingProblem-solvingOrganizational skills
Tech Stack:SpreadsheetsDatabase applicationsWord processing

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn