Cluster Manager – Priority Direct (VRM)

About the role

The Cluster Manager – Priority Direct leads the team of Virtual Relationship Managers (VRMs) for ADIB’s Priority Banking segment in Abu Dhabi. The role is responsible for portfolio management, service quality, and achieving business targets while ensuring compliance with Islamic Sharia requirements.

Key responsibilities

• Supervise and develop the VRM team, allocate customer portfolios, set and track KPIs, and conduct performance reviews.
• Oversee customer management, ensuring timely resolution of escalated cases, monitoring service request ageing and complaint handling.
• Drive business development by acquiring new Priority Banking customers, upgrading eligible Gold customers, and generating cross‑sell referrals for investment, takaful and other products.
• Coordinate with Investment Advisors, Operations, Contact Center and Branch teams to resolve issues, manage compliance cases and support product campaigns.

Required profile

• Minimum ten 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 and strong knowledge of service standards, ADIB’s Priority Banking and retail products, and virtual banking service models.
• In‑depth understanding of UAE banking regulations, credit policies, risk practices and competitor landscape.
• Demonstrated ability in sales coaching, performance management, analytical reporting and improving customer experience.

Required skills

• Proficiency with CRM systems.
• Experience using MIS reporting tools.