Program Manager Business - AlphaCredit

Adjugo; Brussel Hoofdstad; Híbrido; EUR 150.000 - 210.000; Jornada completa

Descripción de la vacante

BNP Paribas Personal Finance Benelux is seeking a Tribe Lead to own the MyDay2Day portfolio across Belgium and the Netherlands. You will drive strategy, governance and performance for after-sales, customer contact and pre-collection journeys, partnering with IT, risk, finance and senior stakeholders.

You will lead Product Owners, nurture Agile maturity and ensure benefit realization, while overseeing budgets, governance and change enablement across the Benelux region.

Formación

• Master degree or equivalent by experience.
• Ten years relevant experience.
• Senior business leadership experience.
• Strong understanding of customer service, contact-center, after-sales, pre-collection or collection journeys and their operational economics.
• Demonstrated track record in delivering digitalization, automation, AI-enabled change and measurable business outcomes.

Responsabilidades

• Define a Benelux vision for after-sales and customer contact journeys aligned with strategy and OKRs.
• Translate feedback and data into a coherent product and transformation roadmap.
• Run the Tribe as a business, balancing advocacy, service quality and cost-to-serve.
• Advise executives on priorities, trade-offs and risks within the MyDay2Day scope.
• Own cross-squad portfolio and maximize value through prioritization of initiatives and features.
• Lead Strategic Annual Planning, Quarterly Business Review and Agile Planning cycles.

Conocimientos

Senior leadership

Product Owner leadership

Agile leadership

Stakeholder management

Strategic planning

Financial acumen

Regulatory awareness

French-English fluency

Educación

Master degree or equivalent by experience

Herramientas

Genesys Cloud

AS400

ERI

Reader API

Task API

AOF

Rflow

OCR

K+ capabilities

Descripción del empleo

Dates: 2026-11-10 — 2028-11-10

The MyDay2Day Tribe Lead owns the business vision, priorities, expected value, adoption and outcomes for BNP Paribas Personal Finance Benelux. The scope covers customer and partner contact channels, after-sales customer and employee journeys in Belgium and the Netherlands, and pre-collection and amicable collection. Voice, email, chatbot, virtual agents, self-care and assisted service form part of the customer-contact landscape. The portfolio spans both change and run activities to improve satisfaction, efficiency, compliance and IT robustness.

The lead prioritizes the cross-squad portfolio and backlogs, advises the COO and senior management, and steers strategic annual and quarterly planning. The mission includes the CLEVER roadmap, Genesys capabilities, contact digitalization and responsible AI and automation adoption. Operational transformation and nearshoring require process simplification, standardization, training and measurable benefit realization. Business cases, budgets, cost-to-serve, service quality, risk and contribution to P&L underpin prioritization.

The lead manages and develops Product Owners and leads the Tribe Leadership Team while strengthening Agile maturity. Close collaboration involves the IT Tribe Lead, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise and operational stakeholders; technical architecture, IT delivery and production remain within the relevant IT accountabilities. Assets include Genesys Cloud, AS400, the Contact Management Platform with ERI, Reader and Task API, AOF, Rflow, OCR and K+ capabilities. The Brussels assignment runs from 10 November 2026 to 10 November 2028 with 50% on-site work and 50% homeworking.

Responsibilities

Define and communicate a clear Benelux vision for after-sales, customer contact and pre-collection journeys, aligned with company strategy and strategic OKRs.

Translate customer, partner and employee feedback, operational data, market developments and regulatory priorities into a coherent product and transformation roadmap.

Run the Tribe as a business, balancing customer advocacy, service quality, cost-to-serve, operational risk, investment capacity and contribution to P&L.

Advise the COO and senior management on priorities, opportunities, trade-offs, dependencies and risks within the MyDay2Day scope.

Own the cross-squad product portfolio and maximize value through explicit prioritization of initiatives, Opuses and Features.

Lead the preparation and arbitration of the Strategic Annual Planning, Quarterly Business Review and Quarterly Agile Planning cycles.

Make transparent trade-offs when demand exceeds capacity, ensuring that must-win, regulatory and value-creating priorities are protected.

Define and track expected benefits, adoption objectives, milestones and outcomes with Product Owners and Finance partners.

Must Have

Master or equivalent experience

Ten years relevant experience

Senior business leadership experience

Customer journey operational economics

Product Owner people leadership

Executive stakeholder influencing skills

Nice to Have

Regulated service sector experience

Additional Responsibilities

• Sponsor the CLEVER roadmap and the responsible scaling of Genesys capabilities, including agent assistance, automatic call summaries, suggested wrap-up codes, routing and virtual-agent use cases.
• Drive chatbot, self-care, IVR, email and digital-contact initiatives that simplify journeys and reduce avoidable contacts.
• Ensure that AI and automation use cases are supported by a sound business case, viable architecture, appropriate governance and effective operational adoption.
• Use customer and operational insights to improve first-contact resolution, accessibility, NPS and the digital index.
• Identify and deliver measurable efficiency improvements across Customer Service, partner servicing, pre-collection and amicable collection.
• Ensure that the Tribe supports the operational transformation and nearshoring roadmap through process simplification, automation, standardization and change enablement.
• Coordinate with Operations management to secure business readiness, training, adoption and benefit realization.
• Promote continuous improvement and challenge activities that do not create sufficient customer value, quality, compliance or efficiency.
• Integrate regulatory and Group requirements into the Tribe roadmap, including consumer-credit, AML and data-retention obligations relevant to the Tribe scope.
• Work with IT, Risk, Compliance and Centres of Expertise to manage security, vulnerability, obsolescence, incident, documentation and continuity risks.
• Ensure appropriate business ownership and lifecycle governance for the Tribe assets and solutions.
• Escalate material delivery, dependency, capacity or governance risks early and define clear mitigation actions.
• Lead the Tribe Leadership Team and create a safe, demanding and inspiring environment in which Tribe players collaborate, learn and deliver customer value.
• Directly manage and develop the Product Owners, with clear objectives, accountability, feedback and succession attention.
• Set priorities, allocate business capacity and ensure effective collaboration across squads and disciplines.
• Increase Agile maturity through disciplined ceremonies, outcome-based steering, transparent decision-making and continuous learning.
• Manage cross-Tribe dependencies and align roadmaps with My Onboarding, My Financial Partner, Data, IT and other contributing Tribes and functions.
• Build strong relationships with Operations, IT, Risk, Compliance, Finance, Data, Customer Experience, PF Netherlands, PF Central and external partners where relevant.
• Represent MyDay2Day in portfolio and governance forums and provide concise, fact-based reporting on value, delivery, budget, risks and decisions required.
• Promote end-to-end consistency across customer channels, journeys and shared platforms.

General skills and experience — required

• Master degree or equivalent by experience
• At least 10 years of relevant experience
• Proven experience in a senior business, operations, product, transformation or Agile leadership role.
• Strong understanding of customer service, contact-center, after-sales, pre-collection or collection journeys and their operational economics.
• Demonstrated track record in delivering digitalization, automation, AI-enabled change and measurable business outcomes.
• Ability to define a product vision, prioritize a complex portfolio and make fact-based trade-offs across customer value, risk, cost and feasibility.
• Strong people leadership skills, with experience developing Product Owners or multidisciplinary teams.
• Ability to engage, influence and challenge executive management, IT, Risk, Compliance, Finance and operational stakeholders.
• Solid business and financial acumen, including business cases, budget steering, cost-to-serve and benefit realization.
• Sufficient technological understanding to challenge architecture, integration, cloud, data, AI, security and asset-lifecycle choices in partnership with IT experts.
• Strong command of Agile principles and ceremonies, combined with a pragmatic, delivery-oriented mindset
• Customer-centric and value-driven.
• Strategic while remaining hands-on and pragmatic.
• Decisive, transparent and accountable.
• Comfortable operating in ambiguity and managing complex dependencies.
• Able to inspire commitment, foster psychological safety and raise performance expectations.
• Curious, innovative and willing to learn from evidence and failure.
• Strong personal impact, critical thinking, influencing and problem-solving capabilities.
• Ability to see the overall picture (helicopter view) - strategic thinking
• Decision-making
• Strong communicator, diplomatic and customer-oriented
• Commercial awareness and customer-oriented
• Proactive
• Team spirit
• Management skills and the ability to motivate people
• Structured approach and goal-oriented
• Strong written and spoken French communication skills; excellent communication required.
• Strong written and spoken English communication skills; excellent communication required.

Preferred sector experience

• Experience in financial services or another regulated service environment.
• Dutch: strong written and spoken communication skills in the language requirements table; described as a strong asset in the experience section. Mandatory status is contradictory and requires clarification.

Technical skills — required

• Sufficient technological understanding to challenge architecture, integration, cloud, data, AI, security and asset-lifecycle choices in partnership with IT experts.

Tools and platforms — mission scope, no explicit prior tool-experience requirement

• Genesys Cloud and CLEVER roadmap; agent assistance, automatic call summaries, suggested wrap-up codes, routing and virtual agents.
• AS400 capabilities.
• Contact Management Platform: ERI, Reader and Task API.
• AOF, Rflow, OCR and K+ related capabilities.
• Chatbot, self-care, IVR, email and digital-contact capabilities.

Mission scope and accountability boundaries

• Scope of the roleThe role leads the MyDay2Day Tribe for BNP Paribas Personal Finance Benelux. Its scope covers:Customer/partner-contact journeys and channels, including voice, email, chatbot, virtual-agent, self-care and assisted-service capabilities.After-sales customer and employee journeys in Belgium and the Netherlands.Pre-collection and amicable-collection journeys, with interfaces to collection partners and related ecosystems.Business ownership and lifecycle steering of the Tribe portfolio, including Genesys Cloud, AS400 capabilities, the Contact Management Platform (ERI, Reader and Task API), AOF, Rflow, OCR and K+ related capabilities.The change and run portfolio required to improve customer and partner satisfaction, operational efficiency, regulatory compliance and IT robustness.The Tribe Lead works in close partnership with the IT Tribe Lead, Product Owners, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise and operational stakeholders. The Tribe Lead owns the business vision, priorities, expected value, adoption and outcomes, while technical architecture, IT delivery and production responsibilities are managed with the relevant IT accountabilities.