Hoda Kassem

Born and raised in Alexandria Egypt, started my career 33 years ago with HSBC Group, working in UAE, Egypt and with Global Shared Services. Moved to Emirates NBD in January 2025 to Head the Operations Division and drive the Operations Evolution agenda. Thru out my career I managed Operations, Branch Network, Contact Centres and Shared Services, with extensive expertise in Performance and Stakeholder. I worked on embedding strategies, delivering change, leading transformation, capacity management and adopting new ways of work. I have gained competency in people management, internal controls and fostering compliance culture, while driving end-to-end Customers’ Journeys and Customer Experience agendas. Appointed as a board member within HSBC Global Service Centre, in addition to ongoing facilitation of Leadership Programs and providing mentorship and coaching to Execs at different levels and Regions.