Head of Egypt Global Services Centre - Q225

Are you ready to take the next step in your Operations and Technology leadership career?
NOK HC, a trusted leader in HR solutions, is excited to present an incredible opportunity on behalf of one of our esteemed clients. We're dedicated to matching exceptional talent with outstanding organizations, and this could be your chance to shine!

About the Client

Our client is a prominent player in the banking and financial services industry, known for their commitment to operational excellence, innovation, and customer-centric solutions. They are seeking talented professionals to join their team and help drive their mission forward.

Job Title

Head Egypt Global Services Centre

Job Summary

Our client is a leading company in the banking and financial services industry based in Egypt and is recognized for its commitment to excellence and innovation. They are seeking a highly strategic and operationally driven leader to head their Egypt Global Services Centre. This role is responsible for leading core contact center operations and technology functions, aligning strategic initiatives with stakeholders, and ensuring the delivery of exceptional service and continuous improvement.

Job Responsibilities

• Lead performance management strategies utilizing key banking performance indicators to ensure SLA compliance and operational efficiency.

• Oversee day-to-day operations, implementing best practices and continuous improvement initiatives.

• Manage crisis scenarios by developing and executing contingency plans to minimize service disruption.

• Conduct workshops and mentor employees to ensure compliance, upskilling, and internal succession.

• Facilitate and coordinate timely responses to regulatory audits and inspections.

• Drive continuous improvement in operations processing cycle times to enhance customer satisfaction.

• Build and maintain strong internal and external stakeholder relationships to support the operations strategy.

• Review operational and financial reports across banking functions for accuracy and strategic alignment.

• Lead and develop a team of 300:350, including direct supervision of 45 managers, in accordance with corporate people management standards.

• Enhance departmental policies and procedures to deliver best-in-class service and innovation.

• Identify and contribute to organizational change initiatives and efficiency programs.

• Deliver exceptional service in line with the organization's service standards and core values.

Key Requirements

Education: Bachelor's degree in Finance, Accounting, Economics, or a relevant field.
Experience: Minimum of 9 years in a banking operations leadership role, covering retail, wholesale, and global market operations.
Skills:

• Strong financial management, budgeting, and cost analysis skills.

• Expertise in operational risk management and performance optimization.

• Proven leadership in large-scale service center operations.
  Certifications: Certification in MIS, ITIL, or related IT service management is preferred.

Job Conditions

Location: Egypt
Work Mode: On-site
Employment Type: Full-time

Work Benefits

• Health insurance (medical, dental, vision)

• Paid time off (PTO) and holidays

• Retirement plans

• Professional development opportunities

Place of work