Cluster Manager – Priority Direct (Banking)

About the role

The Cluster Manager – Priority Direct will lead the Priority Banking Virtual Relationship Managers (VRMs) in Dubai, ensuring high‑quality service, effective portfolio management and achievement of business targets. The role supports the Area Manager in delivering regional objectives while complying with Islamic Sharia requirements.

Key responsibilities

• Supervise and coach the VRM team, allocate monthly customer portfolios, set KPIs and conduct performance reviews.
• Oversee customer case resolution, monitor service request ageing, and drive improvements in satisfaction and retention.
• Drive acquisition and upgrade of Priority Banking customers, manage sales pipelines and cross‑sell investment, takaful and other PB products.
• Coordinate with Investment Advisors, Operations, Contact Centre and Branch teams to resolve issues, ensure compliance and support new process implementations.

Required profile

• Minimum ten (10) years of banking experience in the UAE, preferably within priority or retail HNI segments.
• Proven ability to lead and motivate a team of professional VRMs.
• Comprehensive knowledge of ADIB’s Priority Banking products and UAE banking regulations.
• Strong analytical and reporting capabilities.

Required skills

• Reporting using CRM and MIS tools.
• Virtual banking service models.