Senior Biz Program Lead, Benelux FinServ

Keystone Solutions; Brussel Hoofdstad; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Keystone Solutions is seeking an expert Business Program Manager for a consultancy mission at a client site in Brussels. You will lead the MyDay2Day Tribe across the Benelux region, coordinating with business, operations and technology stakeholders to set the vision, priorities and value outcomes.

You will own the product portfolio, manage transformation and change programs including Genesys and related platforms, and ensure regulatory, compliance and IT robustness.

Qualifications

• At least 10 years of relevant experience.
• Senior leadership in business, operations, product, transformation or Agile roles.
• Strong understanding of customer service and contact-center journeys.
• Proven track record in delivering digitalization and AI-enabled change.
• Ability to define a product vision and prioritize a complex portfolio.
• Strong people leadership and experience developing Product Owners.
• Ability to engage executives and cross-functional stakeholders.
• Financial acumen including budget and cost-to-serve.
• Technical understanding to challenge architecture with IT partners.
• Strong Agile knowledge and delivery mindset.
• Excellent communication in English, French; Dutch is a strong asset.

Responsibilities

• Define a Benelux vision for after-sales, customer contact and pre-collection journeys.
• Translate feedback into a coherent transformation roadmap.
• Run the Tribe as a business balancing value, service quality and cost.
• Advise the COO and senior management on priorities and risks.
• Own cross-squad portfolio and prioritize initiatives.
• Lead the Strategic Annual Planning and Quarterly Agile Planning cycles.
• Arbitrate priorities when demand outpaces capacity.
• Define adoption objectives and track benefits with Product Owners and Finance.
• Sponsor the CLEVER roadmap and scaling of Genesys capabilities.
• Drive chatbot, self-care, IVR, email and digital-contact initiatives.
• Ensure AI use cases have a sound business case and governance.
• Improve first-contact resolution, accessibility and NPS.
• Coordinate with Operations for readiness and adoption.
• Promote continuous improvement and regulatory integration.
• Integrate regulatory requirements into the Tribe roadmap.

Skills

Agile leadership

Stakeholder management

Strategic thinking

Change management

Business case development

Financial acumen

Problem solving

Team development

Dutch language

Education

Master's degree or equivalent

Tools

Genesys Cloud

AS400

OCR

ERI

Reader

Task API

AOF

Rflow

Job description

Keystone Solutions is seeking an expert Business Program Manager for a consultancy mission at a client site in Brussels. You will lead the MyDay2Day Tribe across the Benelux region, coordinating with business, operations and technology stakeholders to set the vision, priorities and value outcomes.

You will own the product portfolio, manage transformation and change programs including Genesys and related platforms, and ensure regulatory, compliance and IT robustness.