ADIBCluster Manager - Priority Direct
ADIB is hiring a Cluster Manager - Priority Direct. Level rates it ; you can apply on ADIB.
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- The posting mentions CRM, team leadership and performance management among its tools and skills.
- Level classes it as a lead role.
- ADIB has 145 other open roles on Level.
- Posted within the past week.
AI in this role
Lead and manage virtual relationship managers to drive priority banking performance and customer service standards.
Role : Cluster Manager - Priority Direct
Location : Abu Dhabi
Role Purpose:
To lead and manage the Priority Banking Virtual Relationship Managers (VRMs) assigned to him, ensuring effective customer portfolio management, high service quality, and achievement of assigned business targets. The role focuses on driving performance, enhancing customer experience, and executing Priority Banking strategies at the segment level, while supporting the Area Manager in delivering regional objectives, and providing the highest quality service delivery in an efficient operation that comply with Islamic Sharia requirements.
Key Accountabilities of the role
Team Leadership & Performance Management:
- Directly supervise and support the VRM team within the assigned Cluster.
- Allocate monthly customer portfolios and ensure fair workload distribution.
- Responsible of hiring the planned HC in VRMs & ARMs, maintaining the active HC and ensuring to replace any resigned HC on time.
- Set and track team KPIs, including service quality, portfolio management, and sales/referral targets.
- Conduct regular performance reviews and provide ongoing coaching to enhance VRM capability.
- Monitor daily productivity, adherence to turnaround times, and CRM updates.
- Identify skill gaps and recommend training or development interventions.
Customer Management Oversight:
- Ensure VRMs effectively manage portfolios of 400–1,000 customers through digital/virtual channels.
- Review customer cases escalated by the team and ensure timely resolution with relevant departments.
- Monitor service request ageing, complaint handling, and adherence to defined service standards.
- Support improvement of customer satisfaction and retention within the center.
Business Development & Sales Enablement:
- Drive acquisition of Priority Banking customers across all assigned Teams.
- Monitor the quality of new-to-bank acquisition, ensuring alignment with segment criteria.
- Drive the team to identify opportunities to upgrade eligible Gold customers.
- Ensure VRMs are generating qualified end to end Sales & also referrals for investment, takaful, and other PB products.
- Ensure that all required reports, summaries, and information be delivered on time to high level management.
- Track product cross-sell activities and alignment with customer needs and eligibility.
- Monitor monthly and quarterly sales pipeline, ensuring progress toward targets and MBO goals.
- Provide input to Area Manager on campaign effectiveness and local market opportunities.
Operations, Controls & Compliance:
- Liaise with Investment Advisors, Operations, Contact Center, and Branch teams to resolve customer issues quickly.
- Ensure to conclude and action all ODD and Compliance pending and active cases within agreed TAT as per policy.
- Facilitate coordination during product campaigns, digital adoption drives, or customer communication initiatives.
- Support implementation of new processes and system enhancements within the center.
Specialist Skills / Technical Knowledge Required for this role
- Experience in sales or wealth advisory to priority banking customers/ retail HNIs
- Good Knowledge of competitors in the local market
- Must have led a team of professionals
- Detailed knowledge of service standards
- Management, Leadership, Training, & Presentation skills
- Comprehensive knowledge of ADIB’s Priority Banking & Retail products and services.
- Strong understanding of virtual banking service models.
- Experience in sales coaching, performance management, and improvement in customer experience.
- Knowledge of UAE banking regulations, credit policies, and risk practices.
- Strong analytical and reporting skills using CRM and MIS tools.
- Demonstrated ability to lead and motivate a team of VRMs.
Previous experience:
Minimum ten (10) years of Banking experience in U.A.E.
How we rate this
Cluster Manager - Priority Direct at ADIB rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where team leadership was part of your work. What did you do?
- Tell me about a project where performance management was part of your work. What did you do?
- Tell me about a project where customer relationship management was part of your work. What did you do?
- Tell me about a project where sales enablement was part of your work. What did you do?
- Walk me through how you've used CRM in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Team Leadership, Performance Management, Customer Relationship Management, Sales Enablement, and CRM. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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