Cluster Manager – Priority Direct

About the role

The Cluster Manager – Priority Direct leads the Priority Banking Virtual Relationship Managers (VRMs) in Abu Dhabi, ensuring high‑quality service, effective portfolio management and achievement of business targets. The role combines team leadership, customer experience improvement and compliance with Islamic Sharia requirements.

Key responsibilities

• Directly supervise and support the VRM team, allocate portfolios, set KPIs and conduct performance reviews.
• Oversee customer case resolution, monitor service request ageing, and ensure adherence to service standards.
• Drive acquisition and upgrade of Priority Banking customers, manage sales pipelines and cross‑sell opportunities.
• Liaise with Investment Advisors, Operations, Contact Center and Branch teams to resolve issues and ensure compliance with ODD and regulatory policies.

Required profile

• Minimum 10 years of banking experience in the UAE.
• Proven experience leading a team of VRMs or similar professionals.
• In‑depth knowledge of ADIB’s Priority Banking and retail products.
• Strong understanding of virtual banking service models and UAE banking regulations.

Required skills

• MIS tools
• Reporting skills
• Virtual banking service models
• CRM systems