Program Manager Business

Dates: 2026-11-10 — 2028-11-10

The MyDay2Day Tribe Lead owns the business vision, priorities, expected value, adoption and outcomes for BNP Paribas Personal Finance Benelux. The scope covers customer and partner contact channels, after-sales customer and employee journeys in Belgium and the Netherlands, and pre-collection and amicable collection. Voice, email, chatbot, virtual agents, self-care and assisted service form part of the customer-contact landscape. The portfolio spans both change and run activities to improve satisfaction, efficiency, compliance and IT robustness.

The lead prioritizes the cross-squad portfolio and backlogs, advises the COO and senior management, and steers strategic annual and quarterly planning. The mission includes the CLEVER roadmap, Genesys capabilities, contact digitalization and responsible AI and automation adoption. Operational transformation and nearshoring require process simplification, standardization, training and measurable benefit realization. Business cases, budgets, cost-to-serve, service quality, risk and contribution to P&L underpin prioritization.

The lead manages and develops Product Owners and leads the Tribe Leadership Team while strengthening Agile maturity. Close collaboration involves the IT Tribe Lead, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise and operational stakeholders; technical architecture, IT delivery and production remain within the relevant IT accountabilities. Assets include Genesys Cloud, AS400, the Contact Management Platform with ERI, Reader and Task API, AOF, Rflow, OCR and K+ capabilities. The Brussels assignment runs from 10 November 2026 to 10 November 2028 with 50% on-site work and 50% homeworking.

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

Master or equivalent experience

Ten years relevant experience

Senior business leadership experience

Customer journey operational economics

Product Owner people leadership

Executive stakeholder influencing skills

Nice to Have

Regulated service sector experience

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.