Head of Portfolio Management and Customer Life Cycle

Job Description

Location:Abu Dhabi

A critical aspect of the position involves managing the customer lifecycle from generation through conversionto support sustainable business development and deepen existing client relationships.

Key Accountabilities of the role

• Define and implement portfolio strategies to drive growth in Assets Under Management (AUM), client profitability, and long-term customer loyalty across Priority and Private Banking segments.
• Oversee segmentation, customer lifecycle value management, and tailored engagement programs to optimize portfolio performance and client outcomes.
• Client Experience and Relationship Management
• Lead initiatives that enhance the end-to-end client journey, ensuring a consistently high standard of service delivery tailored to the sophisticated needs of Priority and Private Banking clients.
• Utilize customer insights and advanced analytics to identify cross-sell, up-sell, and retention opportunities.

• Establish and manage a structured leads generation and management framework, ensuring a continuous pipeline of high-potential Priority and Private Banking prospects.
• Collaborate closely with internal referral networks, frontline staff, digital marketing, and external partners to drive qualified lead flow.
• Oversee lead allocation, tracking, conversion metrics, and reporting to ensure maximum efficiency and effectiveness.
• Champion digital tools and CRM systems to enhance visibility and responsiveness in lead management processes.

• Design, implement, and continuously improve customer lifecycle management strategies to maximize customer value across: Prospecting & Acquisition, Onboarding, Engagement & Relationship Deepening, Growth & Consolidation, Retention & Loyalty, Exit or Transition.

• Work with product, investment, and credit teams to ensure a robust suite of solutions is aligned with client needs and regulatory requirements.
• Promote holistic financial planning and advisory services across investments, lending, protection, and wealth transfer strategies.

• Lead, coach, and develop a high-performing team of portfolio and relationship managers dedicated to serving Priority and Private Banking clients.
• Establish performance standards and KPIs, promoting accountability, collaboration, and continuous improvement.
• Facilitate cross-functional collaboration to drive client success and team alignment with business goals.

• Ensure all portfolio management and client engagement activities comply with applicable regulatory requirements, internal policies, and risk management frameworks.
• Maintain oversight of portfolio-level risk indicators and implement timely corrective actions as necessary.

• Monitor key performance indicators (KPIs) including portfolio growth, revenue generation, client acquisition, retention, and satisfaction.
• Deliver regular updates and strategic insights to senior management to support business planning and decision-making.

• Revenue and Profitability per Client
• New-to-Bank Client Acquisition and Conversion Rates
• Client Retention and Satisfaction (e.g., Net Promoter Score)
• Portfolio Penetration and Cross-Sell Ratios
• Lead Pipeline Velocity and Conversion Metrics
• Customer Lifecycle Progression and Retention Metrics
• Regulatory Compliance and Risk Metrics

Specialist Skills / Technical Knowledge Required for this role:

• Bachelors degree in finance, Business, Economics, or related discipline; Masters degree (MBA) preferred.
• Minimum of 15 years of progressive experience in wealth management, private banking, or consumer banking, including leadership roles.
• Deep expertise in managing Priority and/or Private Banking client segments with a strong understanding of financial advisory, portfolio strategy, and customer lifecycle management.
• Demonstrated success in pipeline and leads management, portfolio development, and team leadership.
• Familiarity with banking regulatory standards, compliance frameworks, and risk governance practices.