Heba Taha Email and Phone Number

Operations is a key component of the Digital Business Service organization. I am responsible for the centralized back-office operations for HSBC where the objective is to enhance the operations via, customer and business alignment, staff engagement and performance, workflow digitization, process streamlining, cost optimization and vendor rationalizationEnsuring proper rationalizing, standardizing and sharing best practice in order to provide efficient & constant operations to existing customers and build a reputation of service excellence in the local marketSet the agenda, establishing a framework and directing the activities of the operations function in HBEGIdentify and realize agreed savings for the Group by automating, standardizing and off-shoring processes for potential businessEnsure onshore operations in HBEG are well integrated with the resourcing capabilities, and operational processes are standardized to eliminate duplication and build regional and global consistency in process designProvide a cost-efficient proposition for HBEG, drive up customer advocacy and realize lower operating costs by creating a seamless operations proposition across onshore and offshore processesEnsures cohesive management and direction setting for operations teamsLead and develop an effective team through communication, performance management, development plans, reward and recognition practicesDrive the Regional and Global Operations strategy across different business services through engagement with customer groups, COO, and country Heads of OperationsMaintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulatorsImplementation of Group Compliance Policy as applicable to the roleAwareness of the operational risk associated with the role and the action to be taken

Delivered the two-year non-financial risk optimization programme for HBEG through the engagement of the LoB and Functions and the risk stewardsEarly engagement of the of Head of Financial Crime, Head of Regulatory Compliance and Chief Risk Officer for alignment and standardizing the approach from the kick-offExecuted the Enterprise-Wide Risk Assessment Exercise for HSBC Egypt 2021Embedded the Operational Risk Management Framework across the Digital Business Services via the on-going engagementDrove the people agenda across the Digital Business Services improving the overall engagementRevamped the Risk Management submissions for the bank risk meeting and the Digital Business ServicesTransaction monitoring, screening and investigations has improved it was a 3-year journey started in 2017 and we were able to demonstrate proper management and governance of FCR during the recent reviewEnforced robust risk governance and ensuring all stakeholders have visibility of key risks and remediation activitySet, communicated and monitored risk appetite in line with business requirementsConducted high quality and efficient reviews of our control performanceRaised awareness and understanding of risks, controls and risk managementContinuously improved the control and monitoring of risk, including behaviours

RePM Country Lead responsible for driving key initiatives for Business Services as well as the two Global Businesses (RBWM and CMB) under Process Reengineering and Implementation, Migration and Capacity Management, Production Management Tools and Solutions and Workflow and ImaginingResponsible for improving productivity; efficiency and service quality across Business ServicesDrive Production efficiency for ‘business as usual’ processes across Business ServicesResponsible for identifying root causes for operational errors and re-work along with the specification/implementation of solutionsDriving the roll out of HSBC key ‘production measurement’ tools to all process areas to introduce an automated capacity planning and scheduling toolResponsible for analyzing Overall Operating Efficiency reports to identify weaknesses and trends and advise management on actions needed to boost performanceSupport the OPI consulting leads in delivering operational projects (cost, service levels, and customer satisfaction) by managing key project componentsAct as trusted advisor to consulting leads and the OPI teams by providing key analytical supportPromote a culture of strategic and pragmatic thinking, aligning short term decisions and investments with longer term vision Identify and recommend innovative solutions that are infused with emerging technologies and solutions while tempered with common senseRevisit projects post deployment on regular basis to validate businessDeliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial marketsCommunicated the HSBC vision, Values and goals to others clearly and consistently to build engagement and an inclusive, high performing, customer-centered cultureLead, develop and motivate the team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives

This Head of Production Management holds the same responsibilities as the Production Management position below. My increased responsibilities are heading the department and also focusing more on executionDouble hatted the Production Management and Planning and Support Functions under Service Delivery, HSBC Technology and Services (HTS), with the objective of enhancing operation through business alignment, process reengineering and streamlining, productivity improvement, cost optimization and outsourcing of servicesEstablished of the Production Management Function in Egypt for the first timeDrove the roll out of Production Management systems and practices that focus operations management on: capacity planning, volume forecasting, optimizing productive time, identifying ‘white space’, scheduling resources, cost of errors and poor processing, load balancing, cross training, individual operator performance, eliminating non value activities and improving input qualityResponsible for improving productivity; efficiency and service quality across service DeliveryDrive Production efficiency for ‘business as usual’ processes across Service DeliveryResponsible for identifying root causes for operational errors and re-work along with the specification/implementation of solutionsDrove the roll out of HSBC key ‘production measurement’ tools to all process areas to introduce an automated capacity planning and scheduling toolResponsible for analyzing Overall Operating Efficiency reports to identify weaknesses and trends and advise management on actions needed to boost performanceSupported the roll out of the Production Management training course across Service DeliveryOversaw outsourcing of Service Delivery activities to third party vendors

HSBC Technology and Services: Production Management and Planning & Support Manager HSBC Technology and Services: Business Support Officer HSBC Technology and Services: Business Project Support Officer HSBC Technology and Services: Payments Services