Spanning an impressive career of over thirty years, Hijazi has been a leader in the transformation of banking in the Middle East. From heading both conventional and Islamic banks to guiding major restructuring and digital innovation projects, his expertise covers operations, business strategy, technology, and customer experience in Jordan, UAE, Saudi Arabia, and Qatar.
Renowned for his adaptable leadership and visionary approach, Hijazi effectively balances tradition with innovation, making banks more efficient, customer-focused, and resilient.
In this exclusive interview, he provides insights on navigating diverse markets, embracing digital disruption, and shaping the future of financial services in the region.
Highlights from the interview:
You’ve worked across various markets in the region. How have these diverse banking environments influenced your leadership style and operational strategies?
Working in different markets has taught me the importance of adaptability. Each country offers a unique blend of customer expectations, cultural influences, and regulatory frameworks. The UAE’s diversity, with its multitude of nationalities and financial habits, taught me to lead inclusively and approach operations flexibly.
This experience has reinforced the importance of a customer-centric approach enhanced by digital innovation. It’s about striking a balance: integrating the best international practices while customizing solutions for local needs.
Having led both Islamic and conventional banks, what are the key differences you find in managing operations between these models, and how do you balance innovation with compliance in Shariah-compliant finance?
Islamic banking is not just a financial system; it is grounded in values like fairness, transparency, and shared risk, influencing product design and decision-making.
Innovation involves finding creative ways to meet customer needs while adhering to these principles. It means collaborating closely with Sharia boards and leveraging technology, such as fintech tools that automate compliance. Having both Islamic and conventional banks in the UAE is a strength; it fosters healthy competition and idea exchange, benefiting customers.
You’ve led major restructuring and transformation initiatives in your career. What are the most significant lessons you’ve learned about leading change in financial institutions?
One key lesson is that true transformation requires clarity; people need to understand the organization’s direction and purpose. The second is alignment, as change cannot succeed without all stakeholders being on the same page.
The third is resilience, as transformation is an ongoing process, not a one-time project. I’ve learned the importance of engaging regulators early, investing in team upskilling, and building adaptable structures to handle uncertainties. While change can be disruptive, fostering a culture that embraces innovation and manages risks responsibly turns it into a strength.
What are your top priorities in streamlining operations and leveraging technology to enhance efficiency and customer experience?
My focus is on four key areas:
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Ensuring digital channels are seamless for smooth transitions between online, mobile, and branch experiences.
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Utilizing AI and data analytics to personalize services and anticipate customer needs.
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Enhancing cybersecurity, as trust is crucial in every customer relationship.
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Breaking down internal silos through automation and cloud platforms to increase speed and efficiency.
Each of these aims at one goal: making banking simpler, safer, and more meaningful for the customer.
With over three decades in banking, how do you envision the future of financial services in the region, especially with the rise of fintech and digital-first players?
The UAE is quickly becoming a fintech leader in the Middle East, and I believe the future will focus more on collaboration than competition between banks and fintechs.
With robust government support, the region is a thriving hub for fintech innovation, fostering startups and new ideas. Developments like digital-only banks, blockchain-based remittances, and AI-driven advisory services are emerging. Regulators are proactive, particularly regarding digital payments and cryptocurrency.
For established banks, the challenge is to remain relevant by embracing open banking, embedding financial services into daily life, and using technology to offer more personalized experiences. The future isn’t about replacing tradition; it’s about blending it with innovation to create a more inclusive and customer-focused financial system.
