Expert Program Manager - Customer Contact
Expert Program Manager voor customer contact bij een grote Belgische bank in Brussel, hybride, 24 maanden.
Eisen
- Helicopter view and strategic thinking while staying hands-on
- Dutch (Fluent)
- People leadership — motivate, develop and raise performance expectations
- French (Fluent)
- English (Fluent)
- Enough technological depth to challenge architecture, integration, cloud, data, AI, security and asset-lifecycle choices with IT experts
- Product vision, complex portfolio prioritisation and fact-based trade-offs across value, risk, cost and feasibility
- People leadership developing Product Owners or multidisciplinary teams
- Senior business, operations, product, transformation or Agile leadership
- Strategic annual planning, quarterly business review and Agile planning cycles
- Comfortable with ambiguity and complex cross-team dependencies
- Digitalization, automation and AI-enabled change with measurable business outcomes
- Business and financial acumen — business cases, budget steering, cost-to-serve and benefit realisation
- Decisive, transparent and accountable decision-making
- Agile principles and ceremonies with a pragmatic, delivery-oriented mindset
- Strong communicator — diplomatic and customer-oriented
- Commercial awareness and value-driven prioritisation
- Cross-portfolio roadmap ownership with IT, Risk, Compliance, Finance and operations partners
- Customer service, contact-centre, after-sales, pre-collection or collection journeys and their operational economics
Wensen
- Financial services or another regulated service environment
- Regulatory and resilience obligations in consumer credit / AML / data retention contexts
- Contact and digital-service platforms (e.g. cloud contact centre, chatbot/self-care, orchestration APIs)
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Volledige omschrijving
A major Belgian bank's consumer-finance arm in Brussels needs an Expert Program Manager to lead the Benelux after-sales, customer-contact and pre-collection portfolio. You own the business vision, priorities and outcomes for voice, email, chatbot, self-care and assisted-service journeys, working closely with IT delivery, product owners and operations so digitalization, AI and operational transformation create measurable value.
Responsibilities: define and communicate a clear Benelux vision for after-sales, customer-contact and pre-collection journeys aligned with strategy and OKRs; own the cross-team product portfolio — prioritise initiatives, protect must-win and regulatory work, and track benefits with Product Owners and Finance; sponsor digitalization and AI use cases for contact channels (agent assistance, routing, virtual agents, self-care) with sound business cases and adoption; drive operational efficiency and transformation across customer service, partner servicing and amicable collection; integrate regulatory, security, continuity and asset-lifecycle requirements into the roadmap with IT, Risk and Compliance; lead the leadership team, develop Product Owners, raise Agile maturity and represent the portfolio in governance forums.
The estimated daily rate is EUR 800-950, contract length 24 months, start date 2026-11-10, location Brussels centre with hybrid working (~50% on site / 50% homeworking).
Languages: Dutch, French, English (all fluent). Mandatory experience includes 10+ years in senior business, operations, product, transformation or Agile leadership; customer service/contact-centre/after-sales/pre-collection journeys; digitalization, automation and AI-enabled change; product vision and portfolio prioritisation; people leadership; and business and financial acumen. Functional experience requires cross-portfolio roadmap ownership, strategic planning and Agile cycles.
Technical experience requires technological depth and Agile principles. Estimated daily rates are Rivant market estimates for guidance — not a client rate card.
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