Head of Portfolio Management and Customer Life Cycle

Role: Head of Portfolio Management and Customer Life Cycle
Location: Abu Dhabi


Role Purpose:
The Head of Portfolio Management and Customer Life Cycle – Priority and Private Banking is responsible for the strategic leadership, growth, and performance management of client portfolios within the Priority and Private Banking segments. This role entails developing and executing data-driven portfolio strategies, enhancing customer value, and ensuring exceptional service delivery. A critical aspect of the position involves managing the customer lifecycle — from generation through conversion—to support sustainable business development and deepen existing client relationships.



Key Accountabilities of the role


Strategic Portfolio Management

• 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.

Leads and Pipeline Management

• 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.

Customer Lifecycle Management

• 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.

Product and Solution Alignment

• 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.

Leadership and Team Development

• 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.

Risk and Compliance Oversight

• 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.

Business Reporting and Insights

• 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.

Key Performance Indicators (KPIs)

• 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:

• Bachelor’s degree in finance, Business, Economics, or related discipline; Master’s 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.