Cluster Manager – Priority Direct (Virtual Relationship Managers)

About the role

The Cluster Manager – Priority Direct leads a team of Virtual Relationship Managers (VRMs) delivering Priority Banking services through digital channels. The role focuses on portfolio management, service quality, and achieving business targets while ensuring compliance with Islamic Sharia and UAE regulations.

Key responsibilities

• Lead and supervise a cluster of VRMs, allocating portfolios of 400‑1,000 customers and ensuring balanced workloads.
• Set, monitor and achieve team KPIs related to service quality, portfolio management, sales and referrals, conducting regular performance reviews and coaching.
• Oversee customer case escalations, complaint handling and service‑request ageing to maintain high satisfaction and retention.
• Drive acquisition and cross‑selling of Priority Banking products, monitor sales pipelines and provide input on campaigns and market opportunities.
• Coordinate with Operations, Investment Advisors, Contact Centre and Branch teams to resolve issues, ensure compliance with ODD, Sharia and UAE banking regulations.

Required profile

• Minimum 10 years of banking experience in the UAE, with proven leadership of professional teams.
• In‑depth knowledge of ADIB’s Priority Banking and retail products, virtual banking service models and UAE banking regulations.
• Strong analytical and reporting capability, experienced in using CRM and MIS tools.

Required skills

• CRM systems
• MIS reporting tools
• Analytical and reporting skills
• Virtual banking service models
• UAE banking regulations
• Credit policies
• Risk management practices