Over de functie
Mission Overview
The Program Manager Business role is a consultancy mission at a client site, representing Keystone Solutions. As a Keystone Solutions consultant, you will lead the MyDay2Day Tribe for a major financial services client in the Benelux region.Scope of the Role
- Lead customer and partner contact journeys and channels, including voice, email, chatbot, virtual-agent, self-care, and assisted-service capabilities.
- Oversee after-sales customer and employee journeys in Belgium and the Netherlands.
- Manage pre-collection and amicable-collection journeys, including interfaces to collection partners and related ecosystems.
- Own business and lifecycle steering of the Tribe portfolio, including Genesys Cloud, AS400 capabilities, Contact Management Platform, AOF, Rflow, OCR, and K+ related capabilities.
- Drive change and run portfolios to improve customer and partner satisfaction, operational efficiency, regulatory compliance, and IT robustness.
- Collaborate closely with IT Tribe Lead, Product Owners, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise, and operational stakeholders.
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 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 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 preparation and arbitration of Strategic Annual Planning, Quarterly Business Review, and Quarterly Agile Planning cycles.
- Make transparent trade-offs when demand exceeds capacity, ensuring 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.
- Sponsor the CLEVER roadmap and 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 AI and automation use cases are supported by sound business cases, 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.
- Support 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.
- 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 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 for collaboration, learning, and delivery of customer value.
- Directly manage and develop 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 other Tribes and functions.
- Build strong relationships with Operations, IT, Risk, Compliance, Finance, Data, Customer Experience, and external partners.
- Represent the Tribe 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
Telework
- Expectation: 50% on site & 50% homeworking
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 a strong asset 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.
Soft Skills
- 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
Keystone Solutions Advantages
- As a consultant, you will work on-site, embodying the Keystone Solutions identity and values in every engagement.
- Experience a wide variety of dynamic projects and challenges across diverse client environments.
- Accelerate your professional development with turbo-charged learning opportunities and broad exposure to business and technology.
- Skyrocket your ambition with a clear commitment to career growth within the Keystone Solutions framework.
- Being a “K-Stone” means bringing core values—integrity, excellence, and collaboration—to every mission.