Priority Banking Cluster Lead — VRM Team (Dubai)

ADIB Group; Dubai; On-site; AED 240,000 - 340,000; Full time

Job summary

ADIB Group in Dubai is seeking a Cluster Manager for Priority Direct (VRM) to lead the VRM team, manage portfolios, and ensure high service quality while delivering regional objectives.

You will drive acquisition of Priority Banking clients, coach the team, and ensure end-to-end sales and referrals for PB products. Strong CRM and MIS reporting are required, with adherence to Sharia principles.

Qualifications

• Minimum ten (10) years of Banking experience in UAE.
• Must have led a team of professionals.
• Comprehensive knowledge of Priority Banking & Retail products and services.
• Strong analytical and reporting skills using CRM and MIS tools.

Responsibilities

• Directly supervise and support the VRM team within the assigned Cluster.
• Allocate monthly customer portfolios and ensure fair workload distribution.
• Responsible for hiring planned HC in VRMs & ARMs, maintaining active HC and replacements.
• Set and track team KPIs including service quality, portfolio management and sales/referral targets.
• Conduct regular performance reviews and provide coaching to enhance VRM capability.
• Monitor daily productivity, turnaround times and CRM updates.
• Identify skill gaps and recommend training or development interventions.
• Ensure VRMs manage portfolios via digital/virtual channels.
• Review customer cases escalated by the team and ensure timely resolution.
• Monitor service requests, ageing, and adherence to service standards.
• Support improvement of customer satisfaction and retention within the center.
• Drive acquisition of Priority Banking customers and oversee cross-sell opportunities.

Skills

Team leadership

Sales coaching

Performance management

Customer experience

CRM proficiency

Job description

ADIB Group in Dubai is seeking a Cluster Manager for Priority Direct (VRM) to lead the VRM team, manage portfolios, and ensure high service quality while delivering regional objectives.

You will drive acquisition of Priority Banking clients, coach the team, and ensure end-to-end sales and referrals for PB products. Strong CRM and MIS reporting are required, with adherence to Sharia principles.