Head of Priority Direct

About the role

ADIB is looking for a Head of Priority Direct in Dubai to oversee Priority Direct operations across several teams. The role ensures strong leadership, high-quality service delivery, achievement of regional business targets and effective management of Cluster Managers and VRM teams, while driving acquisition, portfolio growth, customer satisfaction and operational excellence in line with ADIB's strategic priorities and Sharia-compliant standards.

Key responsibilities

• Lead, mentor and manage Cluster Managers across the region, overseeing VRM teams indirectly through them; set performance expectations, sales targets and service KPIs.
• Hire the planned headcount in VRMs, ARMs and Cluster Managers, maintain the active headcount and replace resignations on time; run regular one-to-one reviews and team meetings, and support recruitment, onboarding and capability development.
• Drive acquisition of Priority Banking customers, ensure quality of new-to-bank acquisitions, build a strong pipeline and end-to-end sales for investments, takaful and cross-sell, and track performance against targets and MBO plans.
• Support Cluster Managers in improving conversion rates and portfolio growth, and ensure timely delivery of reports and summaries to senior management.
• Ensure consistent, high-quality service across teams, resolve escalated cases, monitor turnaround times, complaints and satisfaction scores, promote digital adoption and self-service tools, and implement retention and loyalty measures.
• Ensure full compliance with ADIB policies, procedures and Islamic Sharia guidelines, review operational risks and incidents, close ODD and compliance cases within agreed time limits, and prepare for internal and external audits.
• Partner with Investment Advisors, Operations, Credit, Contact Center and Branch Banking, act as the main link to Head Office, and lead projects, campaigns and service improvement programmes.

Required profile

• Minimum 15 years of banking experience in the UAE.
• Experience leading teams and managing people.

Required skills

• Leadership and people development
• Strategic thinking and business acumen
• Communication and influence
• Problem solving and judgment