Cluster Manager - Priority Direct

Abu Dhabi Islamic Bank
Dubai
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 10+ yearsSkills: ["Team leadership","Coaching","Performance management","Communication","Presentation"]

Lead and manage a Priority Banking Virtual Relationship Manager (VRM) team to ensure strong customer portfolio management, high service quality, and achievement of business targets. Oversee escalated cases, service standards, and customer satisfaction across 400–1,000 customers via digital/virtual channels. Drive acquisition and upgrade opportunities, support cross-sell for PB products, and coordinate with internal teams to ensure timely resolutions and compliance with Islamic Sharia requirements.

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FursaFursa
Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank
3 days ago

Cluster Manager - Priority Direct

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead and manage a Priority Banking Virtual Relationship Manager (VRM) team to ensure strong customer portfolio management, high service quality, and achievement of business targets. Oversee escalated cases, service standards, and customer satisfaction across 400–1,000 customers via digital/virtual channels. Drive acquisition and upgrade opportunities, support cross-sell for PB products, and coordinate with internal teams to ensure timely resolutions and compliance with Islamic Sharia requirements.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Directly supervise and support the VRM team, allocate portfolios, and ensure fair workload distribution.
  • •Set and track KPIs for service quality, portfolio management, and sales/referral targets; conduct performance reviews and coaching.
  • •Oversee customer case escalations, service request ageing, complaint handling, and adherence to service standards.
  • •Drive Priority Banking customer acquisition, upgrades for eligible Gold customers, and generate qualified sales/referrals for PB products.
  • •Liaise with internal teams to resolve issues quickly and ensure ODD and compliance pending/active cases are concluded within policy TAT.

Key Requirements

  • •Minimum ten (10) years of banking experience in U.A.E.
  • •Must have led a team of professionals.
  • •Experience in sales or wealth advisory to priority banking customers/retail HNIs.
  • •Comprehensive knowledge of Priority Banking & Retail products and services, including virtual banking service models.
  • •Strong analytical and reporting skills using CRM and MIS tools.
Experience:10+ yearsBankingWealth advisoryPriority bankingRetail HNIsDigital/virtual bankingUAE banking
Skills:Team leadershipCoachingPerformance managementCommunicationPresentation
Tech Stack:CRMMIS

Company Brief

Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank (ADIB) is a public Islamic bank providing retail, corporate, wealth and investment banking services across the UAE and international markets, offering Sharia-compliant financial products and digital banking solutions.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1997
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Glassdoor: 3.5
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