Manager, Retention & Asset Product Management

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Job Purpose:

Build and manage outbound Tele Sales unit engaging in multi-product sales and proactive retention. Responsible to drive key customer life cycle activities of credit card customers which include growing Inorganic Portfolio (BT, COC, EPP, FPP) along with CLI’s, insurance products and supplementary cards.

Principal Accountabilities:

• Manage customer retention activities across mortgages, credit cards, personal loans and auto loans, ensuring proactive handling of closure / buyout requests, Balance transfers, rate reviews, service requests and customer escalations to protect balances and reduce attrition.
• Coordinate retention, re-engagement, win-back, cross-sell and save campaigns across eligible customer segments, tracking customer engagement, retention saves, campaign conversion and profitability outcomes.
• Ensure timely resolution of retention-related service requests, complaints and frontline escalations across asset products, working closely with Sales, Operations, Credit, Compliance and Contact Centre teams to improve turnaround time and customer experience.
• Support the end-to-end management of mortgage products, including pricing, product features, policy updates, campaign execution, portfolio monitoring and alignment with approved product programs and risk appetite.
• Identify, engage and onboard suitable developers, brokers and real estate partners to support mortgage business growth, including coordination of due diligence, documentation, internal approvals, relationship activation and ongoing partner performance tracking.
• Coordinate mortgage acquisition, buyout, cross-sell, developer-led and broker-led campaigns, tracking lead generation, conversion, disbursals, portfolio growth, engagement and profitability outcomes.
• Prepare and analyse portfolio dashboards covering attrition, retention saves, request volumes, TAT, complaints, mortgage leads, developer onboarding, campaign performance, revenue and risk indicators; support product program, SOP, compliance, audit and process improvement initiatives across both responsibilities.

Education and Experience

• 8 years of experience in retail banking, preferably in asset products, mortgages, retention, portfolio management, product management or customer service operations.
• Strong understanding of UAE mortgage, credit card, personal loan and auto loan products, including pricing, documentation, customer servicing, closure processes and regulatory expectations.
• Experience in MIS, portfolio analysis, campaign tracking, complaint handling, business development, developer/broker onboarding and coordination with Credit, Operations, Sales and Compliance teams is preferred.