Cluster Manager – Priority Direct

About the role

To lead and manage the Priority Banking Virtual Relationship Managers (VRMs) assigned to the cluster, ensuring effective portfolio management, high service quality and achievement of business targets. The role drives performance, enhances customer experience and executes Priority Banking strategies while supporting regional objectives and complying with Islamic Sharia requirements.

Key responsibilities

• Lead and supervise the VRM team, allocate monthly customer portfolios, set and track KPIs, conduct performance reviews and provide coaching to improve capability and productivity.
• Oversee customer management, ensuring VRMs handle 400‑1,000 customers via digital channels, resolve escalated cases, monitor service request ageing and drive satisfaction and retention.
• Drive business development by acquiring new Priority Banking customers, upgrading eligible Gold customers, generating qualified sales and referrals for investment, takaful and other PB products, and monitoring sales pipelines.
• Coordinate with Investment Advisors, Operations, Contact Centre and Branch teams to resolve issues, ensure compliance with ODD and regulatory requirements, and support product campaigns and system enhancements.

Required profile

• Minimum ten (10) years of banking experience in the UAE, preferably in sales or wealth advisory to priority banking customers or retail HNIs.
• Proven experience leading a team of professionals with strong knowledge of service standards and ADIB’s Priority Banking and retail products.
• Deep understanding of virtual banking service models, UAE banking regulations, credit policies and risk practices.
• Strong analytical and reporting abilities using CRM and MIS tools, with a track record of motivating VRM teams to achieve targets.

Required skills

• CRM tools
• MIS tools