Program Manager Business (Expert) - AlphaCredit

Adjugo; Brussel Hoofdstad; Hybrid; EUR 90,000 - 150,000; Full time

Job summary

AlphaCredit is seeking a Program Manager Business (Expert) to lead the MyDay2Day Tribe across the Benelux region, shaping the customer contact, after-sales and pre-collection journey strategy. The role spans Belgium and the Netherlands, with a 50/50 on-site and homeworking arrangement.

You will sponsor key initiatives, manage cross-squad priorities, and drive measurable benefit realization while partnering with Operations, IT, Risk, Compliance, Finance and executive leadership.

Qualifications

• At least 10 years of relevant experience in a senior business, operations, product, transformation or Agile leadership role.

Responsibilities

• Define and communicate a clear Benelux vision for after-sales, customer contact and pre-collection journeys.
• Translate feedback, data, market developments and regulatory priorities into a coherent product and transformation roadmap.
• Run the Tribe as a business, balancing customer advocacy, service quality and cost-to-serve.
• Advise the COO and senior management on priorities, opportunities and risks.
• Own cross-squad portfolio priorities and maximize value through prioritization of initiatives and features.
• Lead Strategic Planning, QBR and Agile Planning cycles with clear governance and milestones.
• Ensure regulatory and value-creating priorities are protected and trade-offs are transparent.

Skills

People leadership

Agile principles

English proficiency

French proficiency

Dutch helpful

Strategic thinking

Stakeholder management

Decision making

Commercial awareness

Customer journey knowledge

Education

Master degree or equivalent by experience

Tools

Genesys Cloud

AS400

Contact Management Platform

Job description

Program Manager Business (Expert) - AlphaCredit

Dates: 2026-10-12 — 2028-10-13

Lead the MyDay2Day Tribe across BNP Paribas Personal Finance Benelux, shaping the business vision for customer contact, after-sales and pre-collection. The scope spans customer, partner and employee journeys in Belgium and the Netherlands. Channels include voice, email, chatbot, virtual agents, self-care and assisted service. You will steer business value, adoption and outcomes alongside the IT Tribe Lead and operational teams.

Own cross-squad portfolio priorities, planning cycles and business cases while balancing customer satisfaction, cost-to-serve and operational risk. Sponsor Genesys and CLEVER initiatives, including AI-powered agent assistance, call summaries, routing and virtual agents. Improve first-contact resolution, NPS, accessibility and digital engagement. Coordinate transformation, nearshoring, process automation and measurable benefit realization.

Lead Product Owners and the Tribe Leadership Team while strengthening Agile practices and cross-Tribe cooperation. Partner with Operations, IT, Risk, Compliance, Finance, Data and executive management on delivery and governance. Embed consumer-credit, AML, data-retention and operational-resilience obligations into roadmap decisions. The assignment is based in Brussels with a 50/50 on-site and homeworking arrangement.

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

At least 10 years

Proven experience in a

Strong understanding of customer

Demonstrated track record in

Ability to define a

Strong people leadership skills

Ability to engage influence

Solid business and financial

Nice to Have

Financial services or regulated

Dutch as a strong

Detailed Responsibilities and Skills

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.
• 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 strong assets 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.
• 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
• Master degree or equivalent by experience
• Strong written and spoken English
• Strong written and spoken French
• Strong written and spoken Dutch

Technical skills

• Customer-contact, after-sales and collection journey knowledge
• Digitalization, automation and AI-enabled change
• Product vision and complex portfolio prioritization
• Business cases, budget steering, cost-to-serve and benefit realization
• Architecture, integration, cloud, data, AI, security and asset lifecycle
• Agile principles and ceremonies
• Consumer-credit, AML and data-retention regulatory context

Tools

• Genesys Cloud
• AS400
• Contact Management Platform (ERI, Reader and Task API)