Head of Priority Direct

About the role

ADIB Group is looking for a Head of Priority Direct in Dubai to oversee Priority Direct operations across several teams. The role ensures strong leadership, high-quality service delivery, achievement of regional business targets and effective management of Cluster Managers and VRM teams, driving acquisition, portfolio growth, customer satisfaction and operational excellence in line with ADIB's strategic priorities and Sharia-compliant standards.

Key responsibilities

• Lead, mentor and manage Cluster Managers across the region; set regional performance expectations, sales targets and service KPIs
• Hire the planned headcount in VRMs, ARMs and Cluster Managers, maintain the active headcount and replace resignations on time
• Conduct regular one-to-one reviews with Cluster Managers and run team meetings to foster a high-performance culture
• Drive acquisition of Priority Banking customers, ensure quality of new-to-bank acquisitions and build a strong pipeline for investments, takaful and cross-sell
• Monitor campaign performance, track monthly, quarterly and annual results against targets and MBO plans, and support Cluster Managers in improving conversion rates
• Ensure consistent service quality, resolve escalated cases, monitor turnaround times, complaints and satisfaction scores, and promote digital adoption and self-service tools
• Ensure full compliance with ADIB policies, Sharia guidelines and audit requirements, and close open ODD and compliance cases within agreed time limits
• Act as the main link between the region and Head Office, partner with Investment Advisors, Operations, Credit, Contact Center and Branch Banking, and lead projects and campaigns

Required profile

• At least 15 years of banking experience in the UAE
• Experience leading teams and managing people

Required skills

• Leadership and people development
• Strategic thinking and business acumen
• Communication and influence