Cluster Manager - Priority Direct

Role Overview

Cluster Manager - Priority Direct (VRM) at ADIB, Dubai. This role leads and manages the Priority Banking Virtual Relationship Managers assigned to the cluster, ensuring effective customer portfolio management, high service quality, and achievement of assigned business targets.

Role Purpose

To lead and manage the Priority Banking Virtual Relationship Managers team, drive performance and enhance customer experience, execute Priority Banking strategies at the segment level, support the Area Manager in delivering regional objectives, and provide the highest quality service delivery in an efficient operation that complies with Islamic Sharia requirements.

Key Responsibilities

Team Leadership & Performance Management

• Directly supervise and support the VRM team within the assigned cluster.
• Allocate monthly customer portfolios and ensure fair workload distribution.
• Hire planned headcount in VRMs and ARMs, maintain active headcount, and replace resigned headcount on time.
• Set and track team KPIs, including service quality, portfolio management, and sales/referral targets.
• Conduct regular performance reviews and provide ongoing coaching to enhance VRM capability.
• Monitor daily productivity, adherence to turnaround times, and CRM updates.
• Identify skill gaps and recommend training or development interventions.

Customer Management Oversight

• Ensure VRMs effectively manage portfolios of 400–1,000 customers through digital and virtual channels.
• Review customer cases escalated by the team and ensure timely resolution with relevant departments.
• Monitor service request ageing, complaint handling, and adherence to defined service standards.
• Support improvement of customer satisfaction and retention within the center.

Business Development & Sales Enablement

• Drive acquisition of Priority Banking customers across all assigned teams.
• Monitor the quality of new-to-bank acquisition, ensuring alignment with segment criteria.
• Drive the team to identify opportunities to upgrade eligible Gold customers.
• Ensure VRMs are generating qualified end-to-end sales and referrals for investment, takaful, and other Priority Banking products.
• Deliver all required reports, summaries, and information on time to senior management.
• Track product cross-sell activities and alignment with customer needs and eligibility.
• Monitor monthly and quarterly sales pipeline, ensuring progress toward targets and MBO goals.
• Provide input to Area Manager on campaign effectiveness and local market opportunities.

Operations, Controls & Compliance

• Liaise with Investment Advisors, Operations, Contact Center, and Branch teams to resolve customer issues quickly.
• Conclude and action all ODD and Compliance pending and active cases within agreed turnaround time as per policy.
• Facilitate coordination during product campaigns, digital adoption drives, or customer communication initiatives.
• Support implementation of new processes and system enhancements within the center.

Qualifications & Experience

• Minimum ten years of banking experience in the United Arab Emirates.
• Experience in sales or wealth advisory to Priority Banking customers and retail high-net-worth individuals.
• Previous team leadership experience with professionals.

Skills & Competencies

• Good knowledge of competitors in the local market.
• Detailed knowledge of service standards.
• Management, leadership, training, and presentation skills.
• Comprehensive knowledge of ADIB's Priority Banking and retail products and services.
• Strong understanding of virtual banking service models.
• Experience in sales coaching, performance management, and customer experience improvement.
• Knowledge of UAE banking regulations, credit policies, and risk practices.
• Strong analytical and reporting skills using CRM and MIS tools.
• Demonstrated ability to lead and motivate a team of VRMs.