About the Role:
The Cluster Manager - Priority Direct is responsible for leading and managing the Priority Banking Virtual Relationship Managers (VRMs) to ensure effective customer portfolio management, high service quality, and the achievement of assigned business targets. This role emphasizes driving performance, enhancing the customer experience, and executing Priority Banking strategies at the segment level. Additionally, the Cluster Manager supports the Area Manager in delivering regional objectives, while ensuring compliance with Islamic Sharia requirements.
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Key Accountabilities:
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 for hiring planned headcount (HC) for VRMs and ARMs, maintaining active HC, and ensuring timely replacement for any resignations.
- 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 aging, 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 as well as referrals for investment, takaful, and other Priority Banking products.
- Ensure all required reports, summaries, and information are 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 Management by Objectives (MBO) goals.
- Provide input to the 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 Operational Risk and Compliance pending and active cases within agreed turnaround times as per policy.
- Facilitate coordination during product campaigns, digital adoption drives, or customer communication initiatives.
- Support the implementation of new processes and system enhancements within the center.
Specialist Skills / Technical Knowledge Required:
- 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, and presentation skills.
- Comprehensive knowledge of 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 Management Information Systems (MIS) tools.
- Demonstrated ability to lead and motivate a team of VRMs.
Previous Experience:
- Minimum ten (10) years of banking experience in the U.A.E.
