Program Manager Business Consultant

Keystone Solutions; Brussel Hoofdstad; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Keystone Solutions seeks a seasoned Program Manager Business to lead the MyDay2Day Tribe for a major financial services client in the Benelux region. You will guide after-sales, customer contact journeys, and pre-collection operations, coordinating with IT, Risk, Compliance, and Finance to deliver measurable value.

This consultancy role requires 10+ years of senior leadership, a strong product/portfolio mindset, and a hands-on, delivery-focused approach in a regulated financial service context.

Qualifications

• At least 10 years of senior leadership experience in business, operations, product, transformation, or Agile leadership.
• Proven track record delivering digitalization, automation, and measurable business outcomes.
• Strong understanding of customer service, contact-center, after-sales, pre-collection, or collection journeys.
• Ability to define a product vision, prioritize a complex portfolio, and make fact-based trade-offs.

Responsibilities

• Define and communicate a Benelux vision for after-sales, customer contact, and pre-collection journeys.
• Translate feedback and data into a coherent product and transformation roadmap.
• Run the Tribe as a business, balancing value, cost-to-serve, risk, and P&L.
• Lead preparation and arbitration of planning cycles and governance events.
• Sponsor and scale CLEVER roadmap and Genesys capabilities across the Tribe.

Skills

Leadership

Agile leadership

Stakeholder management

Strategic thinking

Transformation delivery

People development

Decision making

Education

Master degree or equivalent by experience

Tools

Genesys Cloud

AS400

Contact Management Platform

OCR

Job description

Mission Overview:

The Program Manager Business role is a consultancy mission at a client site, representing Keystone Solutions. As a Keystone Solutions consultant, you will lead the MyDay2Day Tribe for a major financial services client in the Benelux region.

Scope of the Role:

• Lead customer and partner contact journeys and channels, including voice, email, chatbot, virtual-agent, self-care, and assisted-service capabilities.
• Oversee after-sales customer and employee journeys in Belgium and the Netherlands.
• Manage pre-collection and amicable-collection journeys, including interfaces to collection partners and related ecosystems.
• Own business and lifecycle steering of the Tribe portfolio, including Genesys Cloud, AS400 capabilities, Contact Management Platform, AOF, Rflow, OCR, and K+ related capabilities.
• Drive change and run portfolios to improve customer and partner satisfaction, operational efficiency, regulatory compliance, and IT robustness.
• Collaborate closely with IT Tribe Lead, Product Owners, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise, and operational stakeholders.

Key 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 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 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 preparation and arbitration of Strategic Annual Planning, Quarterly Business Review, and Quarterly Agile Planning cycles.
• Make transparent trade-offs when demand exceeds capacity, ensuring 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.
• Sponsor the CLEVER roadmap and 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 AI and automation use cases are supported by sound business cases, 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.
• Support 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.
• 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 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 for collaboration, learning, and delivery of customer value.
• Directly manage and develop 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 other Tribes and functions.
• Build strong relationships with Operations, IT, Risk, Compliance, Finance, Data, Customer Experience, and external partners.
• Represent the Tribe 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.

Language Requirements:

• Dutch: Strong written and spoken communication skills
• French: Strong written and spoken communication skills
• English: Strong written and spoken communication skills

Education:

• Master degree or equivalent by experience

Telework:

• Expectation: 50% on site & 50% homeworking

Required Experience / Knowledge:

• At least 10 years of relevant experience
• Proven experience in a senior business, operations, product, transformation, or Agile leadership role, preferably in financial services or another regulated service environment.
• 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.
• Excellent communication skills in English and French. Dutch is a strong asset in the Benelux context.
• 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.