Job Description

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Role : Associate Relationship Manager - Priority Banking
Location : Abu Dhabi
Role Purpose:
As an Associate Relationship Manager (ARM) in Priority Banking, you will deliver exceptional client service and operational support to our high-value Priority clients. You will facilitate account openings, investment transactions (for example, portfolio creation, subscriptions, redemptions), Compliance, GCD, ODD cases, and service requests, ensuring accuracy, compliance, and seamless client experience. You will also support Relationship Managers (RMs) and Senior Relationship Managers (SRMs) and collaborate across teams to drive client satisfaction and business growth via cross-sell opportunities.
In addition, you will manage client walk-ins at designated Priority Banking Centers, ensuring a seamless and professional service experience.
This position plays a key role in enhancing client satisfaction, supporting frontline teams, and ensuring operational excellence across all Priority Banking service touchpoints.
Key Accountabilities of the role
Client Servicing & Request Management

• Handle account openings, documentation, fund transfers, investment bookings/redemptions, and service requests (e.g., debit cards, cheque books, covered cards, certificates, account maintenance).
• Ensure all transactions are processed accurately, efficiently, and in full compliance with internal policies and regulatory standards.

Investment Support

• Facilitate investment-related transactions and coordinate with internal teams to ensure smooth execution.
• Prepare and deliver timely and accurate client portfolio reports and statements.

Operational & Workflow Support

• Manage daily operational tasks and ensure proper workflow within the Priority Banking team.
• Support administrative functions and maintain MIS reports on RM activities and client interactions.
• Manage archival of client and transaction documents in accordance with bank policies and audit requirements.
• Handle account opening discrepancies and ensure prompt resolution in coordination with relevant teams.
• Manage and track ODD cases, ensuring timely escalation and closure in line with compliance standards.
• Following up with delivering the original documents to the right department as part of their responsibility.
• Serve as the designated backup for the Relationship Manager (RM), assuming responsibilities and providing support as required during their absence or when needed

Client Walk-In Management

• Act as the first point of contact for walk-in clients at Priority Banking centers.
• Address client inquiries and service need professionally and promptly, ensuring an exceptional client experience.

Cross-Sell & Collaboration

• Collaborate with internal departments (Investment Advisors, Operations, Compliance) to ensure seamless service delivery.
• Support onboarding of New-to-Bank clients and promote relevant ADIB products such as Covered Cards, Auto Finance, Personal Finance and Home Finance.Client Servicing & Request Management
• Handle account openings, documentation, fund transfers, investment bookings/redemptions, and service requests (e.g., debit cards, cheque books, covered cards, certificates, account maintenance).
• Ensure all transactions are processed accurately, efficiently, and in full compliance with internal policies and regulatory standards.

Investment Support

• Facilitate investment-related transactions and coordinate with internal teams to ensure smooth execution.
• Prepare and deliver timely and accurate client portfolio reports and statements.

Operational & Workflow Support

• Manage daily operational tasks and ensure proper workflow within the Priority Banking team.
• Support administrative functions and maintain MIS reports on RM activities and client interactions.
• Manage archival of client and transaction documents in accordance with bank policies and audit requirements.
• Handle account opening discrepancies and ensure prompt resolution in coordination with relevant teams.
• Manage and track ODD cases, ensuring timely escalation and closure in line with compliance standards.
• Following up with delivering the original documents to the right department as part of their responsibility.
• Serve as the designated backup for the Relationship Manager (RM), assuming responsibilities and providing support as required during their absence or when needed

Client Walk-In Management

• Act as the first point of contact for walk-in clients at Priority Banking centers.
• Address client inquiries and service need professionally and promptly, ensuring an exceptional client experience.

Cross-Sell & Collaboration

• Collaborate with internal departments (Investment Advisors, Operations, Compliance) to ensure seamless service delivery.
• Support onboarding of New-to-Bank clients and promote relevant ADIB products such as Covered Cards, Auto Finance, Personal Finance and Home Finance.

Risk & Compliance

• Ensure all servicing activities adhere to KYC, AML, and other regulatory requirements.
• Assist in monitoring compliance-related documentation and processes, Following up on RM's behalf in all GCD cases until conclusion.
• Ensure adherence to management announcements, circulars, and process updates, applying changes promptly and accurately across all service activities.

Floating Support

• Serve as a floating ARM within the same geographic area, providing support across multiple Priority Banking centers or teams as needed.
• Ensure consistent service quality and operational continuity during staff absences, peak periods, or special assignments.

Specialist Skills / Technical Knowledge Required for this role:

• Client Transaction Expertise: Proven experience in processing client transactions, managing account services, and handling investment products within a Priority Banking or similar segment.
• Operational Excellence: Strong operational skills with a focus on accuracy, timeliness, and adherence to service standards.
• Client Servicing Proficiency: Ability to manage and resolve client service requests efficiently, ensuring a high level of client satisfaction.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills, with the ability to engage effectively with clients, senior leaders, and cross-functional teams.
• Multitasking & Organization: Strong attention to detail and organizational capabilities, with the ability to manage multiple tasks and priorities simultaneously.
• Regulatory & Compliance Knowledge: Solid understanding of regulatory requirements including KYC (Know Your Customer) and AML (Anti-Money Laundering), with experience maintaining compliance throughout client interactions.

Key Performance Indicators (KPIs) include but not limited to:

• Client satisfaction scores
• Transaction accuracy and timeliness
• Compliance audit results
• Cross-sell conversion rates
• Resolution time for client queries and discrepancies

Skills Required