Relationship Manager - Priority Direct

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.

1. 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.

1. 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.

1. 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 → 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.