Relationship Manager- Priority Direct

Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 134,000 - 246,000; Full time

Job summary

Abu Dhabi Islamic Bank is seeking a Relationship Manager- Priority Direct in Dubai to manage a large portfolio of retail customers through digital and telecommunication channels. You will act as the single point of contact, delivering personalized service, promoting upgrades, and referrals while maintaining compliance with KYC and AML regulations.

The role requires strong communication skills in Arabic and English, proficiency with CRM systems, and a track record of meeting KPIs in a

Qualifications

• Bachelor’s degree in business, finance or related field.
• 2–4 years in retail banking, customer service or relationship management.
• Knowledge of banking products, digital channels and customer segmentation.
• Excellent communication in Arabic and English; strong KPI mindset.

Responsibilities

• Manage a portfolio of up to 1,000 customers via face-to-face, phone, email and digital channels.
• Provide personalized service based on customer profile and financial needs.
• Handle inquiries, service requests and complaints with professionalism within agreed turnaround times.
• Educate customers on digital banking platforms and self-service tools.
• Identify opportunities to upgrade relationships and cross-sell banking products.
• Ensure CRM records are accurate and up-to-date in the system.
• Maintain confidentiality and comply with KYC/AML and regulatory guidelines.

Skills

Customer relationship management

Digital channels

Communication skills

Arabic and English

Education

Bachelor’s degree in business, Finance, or related field

Tools

CRM tools

Microsoft Office

Job description

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

1. 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.
2. 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.
3. 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.
4. 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.

Key Performance Indicators (KPIs)

• Customer satisfaction and retention rate.
• Number of successful account upgrades (Gold → 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.

Specialist Skills / Technical Knowledge Required for this role:

• 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.