Cluster Manager – Priority Direct

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 and supporting regional objectives.

Key responsibilities

• Lead and coach the VRM team, allocate customer portfolios, set and track KPIs, and conduct performance reviews.
• Oversee customer management, ensuring portfolios of 400‑1,000 clients are handled through digital channels, resolve escalated cases, and monitor service standards.
• Drive business development by acquiring new Priority Banking customers, upgrading eligible Gold clients, 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 and digital adoption initiatives.

Required profile

• Minimum ten years of banking experience in the UAE, preferably in sales or wealth advisory to priority banking or HNI clients.
• Proven experience leading a team of professionals and delivering results against sales and service targets.
• Strong knowledge of UAE banking regulations, credit policies, risk practices and Islamic Sharia requirements.

Required skills

• Proficiency with CRM systems and MIS reporting tools.
• Advanced analytical and reporting capabilities.
• Understanding of virtual banking service models and digital channel operations.