Cluster Manager - Priority Direct

Role : Cluster Manager - Priority Direct (VRM)

Location : Dubai

Role Purpose:

To lead and manage the Priority Banking Virtual Relationship Managers (VRMs) assigned to him, ensuring effective customer portfolio management, high service quality, and achievement of assigned business targets. The role focuses on driving performance, enhancing customer experience, and executing Priority Banking strategies at the segment level, while supporting the Area Manager in delivering regional objectives, and providing the highest quality service delivery in an efficient operation that comply with Islamic Sharia requirements.

Key Accountabilities of the role

Team Leadership & Performance Management

• Directly supervise and support the VRM team within the assigned Cluster.
• Allocate monthly customer portfolios and ensure fair workload distribution.
• Responsible of hiring the planned HC in VRMs & ARMs, maintaining the active HC and ensuring to replace any resigned HC 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/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 & also referrals for investment, takaful, and other PB products.
• Ensure that all required reports, summaries, and information be delivered on time to high level management.
• Track product cross-sell activities and alignment with customer needs and eligibility.
• Monitor monthly and quarterly sales pipeline, ensuringprogress 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.
• Ensure to conclude and action all ODD and Compliance pending and active cases within agreed TAT 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.

Specialist Skills / Technical Knowledge Required for this role

• Experience in sales or wealth advisory to priority banking customers/ retail HNIs
• Good Knowledge of competitors in the local market
• Must have led a team of professionals
• Detailed knowledge of service standards
• Management, Leadership, Training, & Presentation skills
• Comprehensive knowledge of ADIB's Priority Banking & Retail products and services.
• Strong understanding of virtual banking service models.
• Experience in sales coaching, performance management, and improvement in customer experience.
• 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.

Previous experience:

Minimum ten (10) years of Banking experience in U.A.E.

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