Program Manager Business (MFD)

We are looking for the person who will lead a multidisciplinary team in charge of customer contact after-sales and pre-collection journeys across Belgium and the Netherlands. You own the business vision the priorities and the results and you work hand in hand with your IT counterpart Product Owners and operational teams to deliver real value for customers partners and employees.

Your missions:

Vision and roadmap:

• Define and share a clear vision for customer contact after-sales and pre-collection journeys
• Turn customer partner and employee feedback operational data and regulatory priorities into a coherent roadmap
• Run your area like a business: balance customer satisfaction service quality cost risk and investment
• Advise senior management on priorities trade-offs dependencies and risks

Portfolio and priorities:

• Own the product portfolio across squads and prioritize initiatives and features based on value
• Lead the annual and quarterly planning and business review cycles
• Make transparent choices when demand exceeds capacity
• Define and track expected benefits adoption goals and outcomes with Product Owners and Finance

Digitalization and AI:

• Drive the responsible roll-out of AI and automation in the contact center (agent assistance call summaries routing virtual agents)
• Develop chatbot self-care voice email and digital-contact initiatives that simplify journeys and reduce avoidable contacts
• Make sure each use case has a solid business case a viable architecture and real operational adoption
• Use customer and operational insights to improve first-contact resolution accessibility NPS and digital usage

Operational efficiency:

• Identify and deliver measurable efficiency gains across customer service partner servicing and collection activities
• Support the operational transformation roadmap through process simplification automation and standardization
• Work with Operations to secure readiness training adoption and benefit realization
• Challenge activities that dont bring enough value quality compliance or efficiency

Compliance and resilience:

• Integrate regulatory requirements (consumer credit AML data retention) into the roadmap
• Work with IT Risk Compliance and Experts to manage security obsolescence incident and continuity risks
• Escalate delivery capacity or governance risks early and define clear actions

Leadership:

• Lead the Tribe Leadership Team and create a safe demanding and inspiring environment
• Directly manage and develop the Product Owners
• Strengthen Agile maturity through disciplined ceremonies outcome-based steering and continuous learning
• Manage dependencies with other Tribes and build strong relationships with Operations IT Risk Compliance Finance Data and external partners
• Report on value delivery budget risks and decisions needed

Qualifications :

• Masters degree or equivalent by experience
• At least 10 years of relevant experience
• Proven experience in a senior business operations product transformation or Agile leadership role preferably in a regulated service environment
• Strong understanding of customer service contact-center after-sales or collection journeys and their economics
• Track record in delivering digitalization automation and AI-enabled change with measurable results
• Ability to define a product vision prioritize a complex portfolio and make fact-based trade-offs
• Strong people leadership skills with experience developing Product Owners or multidisciplinary teams
• Ability to engage influence and challenge executive management and operational stakeholders
• Solid business and financial skills (business cases budget steering cost-to-serve benefit realization)
• Enough technical understanding to challenge architecture integration cloud data AI and security choices alongside IT experts
• Strong command of Agile principles with a pragmatic delivery-oriented mindset
• Strong written and spoken communication in Dutch French and English

Your profile:

• Customer-centric and value-driven
• Strategic but hands-on and pragmatic
• Decisive transparent and accountable
• Comfortable with ambiguity and complex dependencies
• Able to inspire commitment build psychological safety and raise performance standards
• Curious innovative and open to learning from evidence and mistakes
• Strong communicator diplomatic and a good team player

Additional Information :

All our positions are open to both women and men and are of course open to people with disabilities.

Remote Work :

No

Employment Type :

Full-time