Top 10 Heads of Digital Banking Services in the Banking Sector – 2025

Amid the rapid transformations taking place in the global banking sector, digital transformation has become an indispensable strategic choice for banks operating in the Egyptian market. In recent years, these banks have intensified their investments in adopting financial technology to reshape customer experience and enhance the efficiency of banking services.

This has been reflected in the expansion of electronic payment platforms, the development of banking applications, and the launch of integrated digital solutions that enable customers to manage their transactions easily and securely.

This direction has not been limited to improving traditional channels but has also extended to innovating advanced digital products and services in line with the evolving needs of customers in the digital era.

In this context, a group of banking leaders has emerged, driving this transformation by adopting ambitious digital strategies and strengthening innovation, thereby accelerating the development of services and improving customer experience within the Egyptian banking sector.

Against this backdrop, First Bank highlights the Top 10 Heads of Digital Banking Services in the banking sector for 2025, based on specific criteria including the bank’s performance across available digital channels, their diversity, and user evaluations based on their experience.

The ranking is limited to leaders who have spent a full nine months of 2025 in their positions to ensure the accuracy of comparisons and the credibility of the evaluation.

Engy Harraz… Leading an Exceptional Journey in Digital Banking at the National Bank of Egypt

Engy Harraz, Head of Digital Banking at the National Bank of Egypt, has succeeded in achieving a qualitative leap in the bank’s digital transformation journey by expanding electronic channels and developing the technological infrastructure to enhance reliance on smart services and reduce pressure on traditional branches.

Her strategy focused on deepening the use of artificial intelligence within the bank to analyze customer behavior and manage risks, while expanding services available through mobile and internet banking. She also worked on improving the speed of digital transactions and increasing reliance on instant payments.

In addition, she supported the readiness of the bank’s systems by developing data centers and strengthening cybersecurity levels to ensure uninterrupted services around the clock.

Since assuming her current role, the National Bank of Egypt has witnessed significant expansion in its ATM and POS network, along with the launch of automated branches, self-service points, and mobile banking units for the first time in the Egyptian and Middle Eastern banking sectors.

Moreover, customers can now fully purchase savings and investment products through digital applications, reflecting a comprehensive institutional shift toward a fully integrated digital banking model.

With the rapid developments in digital services, customer satisfaction has improved. The NBE Mobile application received a rating of 3.6 on Google Play and 3.1 on the App Store, with an average of 3.52, while Al Ahly Phone Cash recorded 4.1 on Google Play and 3.2 on the App Store, with an average of 4.05, reflecting improved user experience and growing trust in the bank’s digital ecosystem.

Mahmoud Fawzy… Professional Digital Leadership Enhancing Banking Innovation at CIB

Mahmoud Fawzy, Head of International Banking Transactions at the Commercial International Bank (CIB), has led a fast-paced path toward digital transformation and innovation in banking services.

He achieved this by developing an integrated package of digital financial solutions that respond to evolving customer needs and support the bank’s strategy of delivering more efficient and seamless services while utilizing the latest technologies to ensure transaction security and enhance user experience.

In 2025, one of his most notable achievements was launching the upgraded version of the bank’s internet banking services, allowing customers to manage their accounts and perform transactions easily and securely via web browsers on computers or mobile devices without downloading the application.

His efforts also included launching myCIB and the CIB talabat Mastercard platform, as part of expanding digital solutions targeted at younger generations and strengthening the non-cash payment ecosystem. In addition, a WhatsApp communication channel was introduced through the digital assistant Zaki to provide interactive banking services around the clock.

In terms of service development, Apple Pay was introduced for the SME segment, along with about 14 new services across internet and mobile banking, including bill payments, buying and selling mutual funds, instant transfers via the IPN network, biometric login, temporary card suspension, viewing securities balances, issuing debit cards, resetting PINs, and activating cards digitally.

These developments have positively impacted customer satisfaction levels. The CIB Egypt Mobile Banking app recorded 4.4 on Google Play and 3.7 on the App Store, while the CIB Smart Wallet scored 4.1 on Google Play and 2.8 on the App Store, reflecting improved user experience and stronger customer confidence in the bank’s digital ecosystem.

Mostafa Hamouda… Innovative Leadership Strengthening Digital Transformation at Banque Misr

Mostafa Hamouda, Head of Electronic Channels and ATMs at Banque Misr, has successfully developed the bank’s alternative channels ecosystem through a plan focused on upgrading the ATM network and strengthening its role as a key pillar in the bank’s digital transformation strategy.

During 2025, the bank worked on improving the operational efficiency of ATMs and expanding the non-cash services available through them, while also developing mobile and internet banking applications and enhancing integration with instant payment systems. Additionally, cybersecurity systems were strengthened to ensure service stability and fast transaction execution.

Among the most notable milestones in Banque Misr’s digital transformation journey has been progress toward establishing “OneBank” through Misr Digital Innovation Company, a fully digital bank operating entirely through electronic channels without traditional branches.

Since Hamouda assumed leadership of the sector, the bank has significantly expanded its ATM and POS network while introducing new digital services that reduce reliance on traditional branches. The bank also launched innovative services such as Apple Pay in late 2024 as part of its strategy to offer modern and advanced payment solutions.

It is worth noting that the BM Online application received 4.7 on Google Play and 4.3 on the App Store, while BM Wallet recorded 3.2 and 3.3, respectively, reflecting improved customer experience and confidence in the bank’s digital ecosystem.

Sherif Ali… An Ambitious Vision Leading Housing & Development Bank Toward a New Digital Future

Housing & Development Bank has witnessed notable progress in its digital transformation journey thanks to the leadership efforts of Sherif Ali, Head of Electronic Banking Channels at the bank, who has worked on delivering innovative banking solutions aligned with evolving customer needs.

His continuous efforts resulted in launching a series of improvements and strategic initiatives across the bank’s digital channels, including mobile banking, internet banking, and the »Flousi Phone« digital wallet. These initiatives focused on simplifying onboarding procedures, strengthening security, and adopting a user interface centered on customer experience, reinforcing the bank’s commitment to providing a seamless and reliable banking experience.

The bank also continued enhancing its ATM network by upgrading software and improving availability, while strengthening customer relationship management services to ensure fast and efficient support, reflecting its commitment to offering smart, secure, and digitally advanced banking services.

Moreover, HDB continues to develop its customer relationship management capabilities by improving service quality and reducing response times to ensure fast, personalized, and effective support, while investing in innovation to deliver secure and advanced banking solutions that simplify operations and expand access to services.

Nermeen Bahaa El-Din… Driving Digital Transformation and Innovation at QNB Egypt

Nermeen Bahaa El-Din, Head of Digital Banking at QNB Egypt, has played a pivotal role in advancing the bank’s digital transformation, innovation, and creativity in banking services.

She focused on developing advanced digital financial solutions that meet evolving customer needs and support the bank’s strategy to provide more efficient and convenient banking services, while adopting the latest technologies to ensure transaction security and enhance user experience.

One of her most notable achievements in 2025 was obtaining preliminary approval from the Central Bank of Egypt to launch the digital bank »Ez Bank«, which will be among the first fully digital banks in the Egyptian market.

On the digital services front, the bank launched an upgraded version of its mobile banking application featuring facial and fingerprint login capabilities, along with instant transfers and easier account monitoring.

Companies were also enabled to connect directly with the bank’s systems through the Host-to-Host service, allowing local and international transfers and payroll processing efficiently and securely.

Development efforts also included enabling cheque deposits through ATMs to simplify daily transactions without visiting branches, in addition to implementing the ISO 20022 standard for international financial transactions via the SWIFT network, enhancing transparency, efficiency, and security. Customers can also use Apple Pay for a smoother and safer digital payment experience.

These efforts were clearly reflected in customer satisfaction levels, with the QNB Egypt Mobile Banking app receiving ratings of 4.5 on the App Store and 4.2 on Google Play, while the QNB E-Wallet recorded 4.2 on the App Store and 3.9 on Google Play, reflecting growing user confidence in the bank’s digital solutions during 2025.

Bahaa Farouk… An Effective Digital Vision Driving Transformation at Suez Canal Bank

Bahaa Farouk, Head of Digital Transformation at Suez Canal Bank, has achieved a qualitative leap in the bank’s digital transformation journey by adopting an integrated digital vision aimed at enhancing customer experience, simplifying procedures, and accelerating banking operations.

His strategy went beyond developing digital channels, extending to upgrading internal infrastructure and encouraging innovation among teams, which helped improve the bank’s digital performance and deliver faster, more flexible services to customers.

Among his key achievements in 2025 was improving the efficiency of data centers while focusing on strengthening digital infrastructure.

The bank is currently continuing modernization plans to ensure the infrastructure is capable of supporting new digital services, including network upgrades and enhanced protection and information security systems.

It also aims to implement an advanced data analytics strategy to design personalized banking experiences tailored precisely to customer needs, helping improve satisfaction levels.

The bank is also strengthening partnerships with FinTech companies to develop innovative solutions, including digital payment applications.

These efforts have positively impacted customer satisfaction, with the SCB Mobile app recording 4.2 on the App Store and 3.7 on Google Play, while the SCB E-Wallet achieved 4.4 and 4.1, respectively.

Sherif Taher… Leading Digital Innovation at EBank

The efforts of Sherif Taher, Head of Digital Banking Products and Services Development at EBank, have driven the bank toward achieving new milestones in digital transformation over the past year by introducing a diverse range of innovative digital banking services that allow customers to conduct transactions easily and flexibly anytime and from anywhere.

His initiatives contributed to launching several digital services in 2025, most notably the new version of the mobile banking application launched in September, which enhanced customer experience and improved the efficiency of electronic services.

The bank also introduced the “Easy Cash” service for the first time in the Egyptian market, enabling customers to convert cash withdrawals from ATMs made using credit cards into installment plans.

These efforts were reflected in customer satisfaction levels, with the EBank Mobile Banking app receiving 2.9 on Google Play and 3.9 on the App Store, while the Gebe digital wallet recorded 4.3 on Google Play and 4.0 on the App Store, indicating improved user experience and growing customer trust in the bank’s digital services.

Michel Mikhail… Continuous Development of Digital Channels with Positive Performance

Michel Mikhail, Head of Alternative Channels and Digital Projects at National Bank of Kuwait – Egypt, has successfully expanded the bank’s digital transformation efforts during 2025 by strengthening electronic services and enhancing digital applications that allow customers to perform essential transactions without relying on branches.

During the past year, the bank launched the Concierge App, designed to provide premium customers with exclusive lifestyle services alongside core banking services, enhancing the digital customer experience and expanding service offerings beyond traditional branches.

The bank also upgraded the NBK Mobile Banking application, improving transfer and digital payment experiences while facilitating daily transactions and faster account management without visiting branches.

Since Mikhail assumed responsibility for developing digital channels, the bank has launched its NBK EG Wallet, available in Arabic and English on both iOS and Android, in addition to the NBK Online Banking service.

Morad Kassem… Innovative Leadership of Digital Channels at ADCB

Morad Kassem, Head of Digital Transformation and Innovation at Abu Dhabi Commercial Bank – Egypt (ADCB), has driven notable progress in the bank’s digital transformation strategy during 2025, with a focus on placing the customer at the center of all operations and initiatives.

The bank strengthened its digital journey by launching and developing an integrated package of smart banking services, most notably expanding the use of the “Wakty” digital wallet, which allows instant transfers and payment of bills and government services via mobile phones.

The bank also continued enhancing the ADCB-Egypt Mobile Banking application by enabling customers to apply for credit cards digitally, following the success of the online account opening service.

Additionally, the bank enabled instant local transfers around the clock through the Instant Payment Network, with daily transfer limits reaching EGP 5 million.

In June 2025, the bank announced that 70% of its total customer base had registered for digital banking services, while digital transaction volumes increased by 62% compared to 2024, with digital transactions accounting for 98% of the bank’s total transactions.

Development efforts also included upgrading international payment infrastructure to support faster cross-border transfers, alongside innovations in ATM and call center services, reinforcing customer experience and supporting the country’s transition toward a less-cash economy.

Basma Hamad Leads AlexBank Toward Digital Excellence

Basma Hamad, Head of the Digital Channels Development Office at AlexBank, led a significant leap in the bank’s digital transformation during 2025 by expanding its portfolio of electronic banking services to deliver a simpler and more secure banking experience.

The bank focused on enhancing the ALEXBANK Mobile Banking application, enabling instant transfers through the app and allowing customers to issue savings certificates and deposits digitally, encouraging greater reliance on alternative banking channels.

The mobile application received ratings of 4.0 on the App Store and 3.8 on Google Play, reflecting strong customer satisfaction with the digital services and user experience.

The bank also strengthened digital security through the O-Key application, which generates secure verification codes required for transactions such as transfers or data updates, enhancing protection and reducing the risks of electronic fraud.

In addition, the bank offers the Ma7fzty digital wallet, which allows customers to transfer funds to any wallet within Egypt, pay bills, purchase tickets, and pay microfinance installments.

Customers can also benefit from the Online Card service, enabling secure online purchases without using the physical bank card.

These initiatives reflect the bank’s commitment to implementing an integrated digital strategy aimed at enhancing customer experience, supporting financial inclusion, and keeping pace with rapid developments in Egypt’s banking sector.