Relationship Manager- Priority Direct

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 1000 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 1000 customers via face to face phone email and digital banking channels.

• Provide personalized service by understanding each customers 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:

• Bachelors degree in business Finance or related field.

• Minimum 24 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.