Program Manager Business
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We're looking for a senior business programme manager to lead transformation across customer service, after-sales and pre-collection journeys. You'll own product priorities and business outcomes across assisted and digital channels.
What you'll do
- Define product vision and roadmaps from customer and operational insights.
- Prioritise portfolio investments against value, risk, cost and capacity.
- Track budgets, adoption and realised benefits with Finance.
- Lead Product Owners and allocate business capacity.
- Drive digital service improvements across assisted and self-service channels.
- Embed compliance and asset-lifecycle governance in transformation plans.
What you bring
- At least 10 years in senior business, operations, product, transformation or Agile leadership.
- Understanding of customer service, contact centres, after-sales, pre-collection or collection journeys and their operational economics.
- Proven delivery of digitalisation, automation and AI-enabled change with measurable outcomes.
- Experience managing complex portfolios and backlogs.
- Experience developing Product Owners or multidisciplinary teams.
- Ability to influence executives and IT, Risk, Compliance, Finance and Operations stakeholders.
- Business cases and budget steering, cost-to-serve and benefit realisation.
- Technical understanding to challenge architecture, integration, cloud, data, AI, security and asset-lifecycle choices.
- Strong command of Agile principles and ceremonies.
- Master's degree or equivalent experience.
- Dutch, C1.
- French, C1.
- English, C1.
Nice to have
- Experience with Genesys Cloud, AS400, OCR and platform management.
- Experience in financial services or another regulated service environment.
- Knowledge of consumer-credit, AML and data-retention obligations.
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