Tribe Lead, After-Sales & Digital Transformation

TiTANS België; Belgique; Remote; EUR 120,000 - 180,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Tribe leadership

Agile leadership

Portfolio management

Stakeholder management

People leadership

Product ownership

Digital transformation

Strategic thinking

Education

Master degree

Tools

Genesys Cloud

AS400

ERI/Reader/Task API

OCR

K+

Job description

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.