Relationship Manager

HUMAN-AI-Z Nexus Technology; Dubai; On-site; AED 167,000 - 279,000; Full time

Benefits offered by this job

Health insurance

Job summary

HUMAN-AI-Z Nexus Technology in Dubai is seeking a Relationship Manager - Priority Direct to manage a portfolio of up to 1,000 retail banking customers through face-to-face interactions, phone, email and digital channels.

You will identify upgrade opportunities, generate investment referrals, and cross-sell banking products while ensuring high service standards, compliance with KYC/AML, and achievement of monthly KPIs.

Qualifications

• Bachelor's degree in business, Finance, or related field.
• 2-4 years of experience in retail banking or customer service.
• Strong knowledge of banking products and digital channels.
• Excellent communication in English and Arabic preferred.

Responsibilities

• Manage portfolio of up to 1,000 customers via face-to-face, phone, email and digital channels.
• Identify opportunities to upgrade customers (Gold to Diamond) based on value.
• Generate qualified referrals for investment and takaful, and cross-sell banking products.
• Ensure all interactions comply with KYC/AML and data privacy requirements.

Skills

CRM tools

Relationship building

Communication skills

Multitasking

Arabic & English

Sales focus

Education

Bachelor's degree

Tools

CRM tools

Microsoft Office

Digital banking

Job description

Role : Relationship Manager - Priority Direct

Location : Dubai

Role Purpose

The Virtual Relationship Manager (VRM) is responsible for managing and servicing a portfolio of up to 1,000 retail banking customers through digital and telecommunication channels. The VRM acts as the single point of contact for customers, ensuring their banking needs are met promptly and efficiently, while also identifying opportunities to deepen relationships through account upgrades and investment referrals.

Key Accountabilities of the role

Customer Relationship Management

Manage an assigned portfolio up to 1,000 customers via face to face, phone, email, and digital banking channels. Provide personalized service by understanding each customer’s profile, banking habits, and financial needs. Ensure timely handling of customer inquiries, service requests, and complaints with high levels of professionalism and efficiency within agreed turn around time. Build long-term customer trust and satisfaction through proactive engagement and consistent service quality.

Service Delivery & Support

Handle day-to-day banking queries related to accounts, cards, transfers, and digital services.

Coordinate with internal departments to resolve customer issues promptly. Educate customers on digital banking platforms, self-service tools, and product features. Maintain accurate and up-to-date customer records in CRM systems.

Sales & Business Growth

Identify opportunities to upgrade customers from Gold to Diamond based on relationship value, product usage, and income criteria.

Generate qualified referrals for investment & takaful, to the assigned Investment Advisor. Cross-sell relevant banking products (cards, loans, insurance, FX, etc.) aligned with customer needs and eligibility.

Achieve monthly and quarterly KPIs and sales targets related to service quality, portfolio growth, and product referrals.

Compliance & Risk Management

Ensure all customer interactions comply with bank policies, service standards, and regulatory guidelines (KYC, AML, etc.).

Always maintain confidentiality of customer information. Adhere to quality assurance and service-level protocols in all communications

Specialist Skills / Technical Knowledge Required for this role:

Key Performance ( KPIs):

• Customer satisfaction and retention rate.
• Number of successful account upgrades (Gold to Diamond).
• Number of qualified investment (number of Khuttati plans, Smart Sukuk portfolios) & takaful referrals.
• Successful cross sell & referral of Banking products (Cards, Home Finance, Personal Finance, Auto Finance, FX).
• Response time and service resolution rate.
• Adherence to compliance and quality standards.

Qualifications & experience

• Bachelor's degree in business, Finance, or related field.
• Minimum 2-4 years of experience in retail banking, customer service, or relationship management (preferably in a virtual or call-center environment).
• Strong knowledge of banking products, customer segmentation, and digital channels.
• Excellent communication and interpersonal skills (Arabic and English preferred).
• Proven ability to work with targets and KPIs in a structured environment.
• Proficiency in CRM tools, Microsoft Office, and digital banking platforms.

Core Competencies

• Customer-Centric Mindset.
• Sales Orientation.
• Communication & Influencing Skills.
• Problem-Solving & Decision-Making.
• Time Management & Multitasking.
• Attention to Detail.
• Team Collaboration.