Tribe Lead
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Job description
We are looking for an experienced Tribe Lead / Program Manager to drive customer service transformation and operational excellence within a leading financial services organization across Belgium and the Netherlands.
📍 Location: Belgium / Benelux
💼 Experience: 10+ years
🗣️ Languages: Dutch, French and English
🏠 Work model: 50% on-site / 50% remote
The mission
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Define the business vision and strategic roadmap for customer service, after-sales and pre-collection journeys.
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Lead and prioritize the cross-squad product portfolio, maximizing business value and customer satisfaction.
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Drive digitalization, automation and AI initiatives, including contact-center solutions, chatbots, virtual agents and self-service capabilities.
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Improve operational efficiency, customer experience and cost-to-serve through process optimization.
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Manage strategic planning, KPIs, business cases and benefits realization.
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Ensure alignment with regulatory requirements, risk management and operational resilience.
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Lead and develop Product Owners and multidisciplinary teams, fostering Agile maturity and collaboration.
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Partner with senior management, IT, Operations, Risk and Compliance to deliver measurable business outcomes.
Requirements
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10+ years of experience in business leadership, operations, product management or digital transformation, ideally in financial services.
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Strong understanding of customer service, contact centers, after-sales and/or collection processes.
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Proven experience in digital transformation, automation, AI and portfolio management.
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Strong knowledge of Agile methodologies, product roadmaps and stakeholder management.
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Solid business and financial acumen, including business cases, budgets and value realization.
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Excellent leadership, communication and decision-making skills.
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Strategic, customer-oriented and results-driven, with a pragmatic and hands-on approach.
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Strong written and spoken communication skills in Dutch, French and English.
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