Program Manager Business

Program Manager Business (Expert) - AlphaCredit

Dates: 2026-10-12 — 2028-10-13

Lead the MyDay2Day Tribe across BNP Paribas Personal Finance Benelux, shaping the business vision for customer contact, after-sales and pre-collection. The scope spans customer, partner and employee journeys in Belgium and the Netherlands. Channels include voice, email, chatbot, virtual agents, self-care and assisted service. You will steer business value, adoption and outcomes alongside the IT Tribe Lead and operational teams.

Own cross-squad portfolio priorities, planning cycles and business cases while balancing customer satisfaction, cost-to-serve and operational risk. Sponsor Genesys and CLEVER initiatives, including AI-powered agent assistance, call summaries, routing and virtual agents. Improve first-contact resolution, NPS, accessibility and digital engagement. Coordinate transformation, nearshoring, process automation and measurable benefit realization.

Lead Product Owners and the Tribe Leadership Team while strengthening Agile practices and cross-Tribe cooperation. Partner with Operations, IT, Risk, Compliance, Finance, Data and executive management on delivery and governance. Embed consumer-credit, AML, data-retention and operational-resilience obligations into roadmap decisions. The assignment is based in Brussels with a 50/50 on-site and homeworking arrangement.

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 customer, partner and employee 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 the COO and 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 the preparation and arbitration of the Strategic Annual Planning, Quarterly Business Review and Quarterly Agile Planning cycles.

Make transparent trade-offs when demand exceeds capacity, ensuring that 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.

Must Have

At least 10 years

Proven experience in a

Strong understanding of customer

Demonstrated track record in

Ability to define a

Strong people leadership skills

Ability to engage influence

Solid business and financial

Nice to Have

Financial services or regulated

Dutch as a strong

Detailed Responsibilities and Skills

Additional Responsibilities

• Sponsor the CLEVER roadmap and the 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 that AI and automation use cases are supported by a sound business case, 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.
• Ensure that the Tribe supports the 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 relevant to the Tribe scope.
• 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 the 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 in which Tribe players collaborate, learn and deliver customer value.