Program Manager Business (SRQ163540)

TiTANS België; Belgique; Teletrabalho; EUR 120 000 - 180 000; Tempo integral

Resumo da oferta

BNP Paribas Personal Finance Benelux seeks a senior Tribe Lead to own the business vision for after-sales, customer contact, and pre-collection journeys across Belgium and the Netherlands. You will steer the Tribe portfolio, drive transformation, and partner with IT, Finance and operations to deliver measurable value.

Lead cross-squad delivery, ensure regulatory compliance and robust IT resilience, and champion data-driven decisions to improve customer experience and efficiency.

Qualificações

• At least 10 years of relevant experience in senior business, operations, product, transformation or Agile leadership.
• Strong understanding of customer service, contact-center, after-sales, pre-collection or collection journeys and their economics.
• Proven track record in delivering digitalization, automation, AI-enabled change and measurable outcomes.
• Ability to define a product vision, prioritize a complex portfolio and trade-offs across value, risk and feasibility.
• Strong people leadership skills with experience developing Product Owners or multidisciplinary teams.

Responsabilidades

• Define and communicate a clear 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 customer advocacy, service quality and cost-to-serve.
• Advise the COO and senior management on priorities, opportunities, risks and dependencies.
• Maximize value through portfolio and backlog management and prioritization of initiatives.

Conhecimentos

Tribe leadership

Agile leadership

Portfolio management

Stakeholder management

People leadership

Product ownership

Digital transformation

Strategic thinking

Formação académica

Master degree

Ferramentas

Genesys Cloud

AS400

ERI/Reader/Task API

OCR

K+

Descrição da oferta de emprego

Function description

Scope of the role

The 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.

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 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.
• Maximize value through portfolio and backlog management.
• 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.
• Accelerate customer-contact digitalization and AI.
• 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.
• Drive operational efficiency and transformation.
• 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.
• Ensure regulatory compliance, resilience and asset sustainability.
• 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 and strengthen Agile maturity.
• 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.
• Act as an enterprise-wide business partner.
• 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.

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

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 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