Cluster Manager

Role       : Cluster Manager
Location : Abu Dhabi
Role Purpose:
Managing the Priority Gold Center team toward grasping new business opportunities and deepen existing relationships, maintain strict focus on expanding the deposit, finance and investment portfolio size, all while providing best quality service delivery.
    
Key Accountabilities of the role      
1.  Client/ Business Acquisition:

• Generating of new business via out marketing activities, gold center contacts and existing network.
• Coaching of team members to increase sales productivity and cross selling.
• Acquiring new to bank customers.
• Identifying new potential expansion locations.
• Converting in-bound and outbound leads to sales.
• Building a strong trust relationship with key customers.
• Maintaining a loyal pool of customers/alliances who refer potential customers.

2.  Team Management:

• Managing the Priority Cluster members.
• Setting and monitoring sales plans for the RMs.
• Maintaining staff morale and relationship.
• Reviewing performance with RMs.
• Appraising staff scorecard deliverables against targets.
• Counselling staff towards expected behaviors.
• Allocating of human resources as required.
• Identifying and planning staff development needs.

3.  Channels Cooperation:

• Making referrals to other channels based on identified customer needs.
• Smoothly implementing of Priority Banking services across surrounding branches.

4.  Management of service delivery: - 

• Monitoring service levels for customer satisfaction.
• Customer retention efforts with personal involvement in complaint resolution, account closures and inquiries.
• Getting ad-hoc customer feedback.

5.  Control and Risk Mitigation:

• Approvals/recommendations of credit applications.
• Adhering to laid out processes and procedures.
• Ensuring appropriate and adequate documentation.
• Identifying trends of errors and proactively advice processes improvements. 

Specialist Skills / Technical Knowledge Required for this role: 

• Detailed knowledge of ADIB’s Retail Banking products & services.
• Experience in sales, product development or wealth advisory to priority banking customers/ retail HNIs.
• Broad knowledge of ADIB’s Retail Credit & Operational Policies & Procedures.
• Specific Knowledge of UAE banking practices, regulations & risks.
• Good Knowledge of competitors in the local market.
• Must have led a team of professionals.
• Detailed knowledge of service standards.
• Training & Presentation skills.
• Management Information skills.
• Computer Skills.