Cluster Manager – Priority Direct (Virtual Relationship Managers)

About the role

The Cluster Manager – Priority Direct will lead the team of Virtual Relationship Managers (VRMs) responsible for ADIB’s Priority Banking segment. The role ensures high‑quality portfolio management, drives business targets, and supports the Area Manager in regional objectives while complying with Islamic Sharia requirements.

Key responsibilities

• Supervise and coach the VRM team, allocate monthly customer portfolios, and monitor KPIs such as service quality, sales, and referral targets.
• Oversee customer case escalations, ensure timely resolution, and drive improvements in satisfaction and retention.
• Lead acquisition and cross‑sell initiatives for Priority Banking customers, track sales pipelines, and provide market insights to the Area Manager.
• Coordinate with Investment Advisors, Operations, Contact Center, and Branch teams to resolve issues and ensure compliance with ODD and regulatory standards.

Required profile

• Minimum ten (10) years of banking experience in the UAE, preferably in sales or wealth advisory to priority banking or HNI clients.
• Proven experience leading professional teams and managing performance, coaching, and development.
• Strong knowledge of ADIB’s Priority Banking products, virtual banking service models, and UAE banking regulations.
• Excellent analytical and reporting abilities using CRM and MIS tools.

Required skills

• CRM systems
• MIS reporting tools