Program Manager Business Consultant

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 v