Program Manager Business (Expert) - AlphaCredit

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.
• Directly manage and develop the 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 My Onboarding, My Financial Partner, Data, IT and other contributing Tribes and functions.
• Build strong relationships with Operations, IT, Risk, Compliance, Finance, Data, Customer Experience, PF Netherlands, PF Central and external partners where relevant.
• Represent MyDay2Day in portfolio and governance forums and provide concise, fact-based reporting on value, delivery, budget, risks and decisions required.
• Promote end-to-end consistency across customer channels, journeys and shared platforms.

General skills

• At least 10 years of relevant experience
• Proven experience in a senior business, operations, product, transformation or Agile leadership role, preferably in financial services or another regulated service environment.
• Strong understanding of customer service, contact-center, after-sales, pre-collection or collection journeys and their operational economics.
• Demonstrated track record in delivering digitalization, automation, AI-enabled change and measurable business outcomes.
• Ability to define a product vision, prioritize a complex portfolio and make fact-based trade-offs across customer value, risk, cost and feasibility.
• Strong people leadership skills, with experience developing Product Owners or multidisciplinary teams.
• Ability to engage, influence and challenge executive management, IT, Risk, Compliance, Finance and operational stakeholders.
• Solid business and financial acumen, including business cases, budget steering, cost-to-serve and benefit realization.
• Sufficient technological understanding to challenge architecture, integration, cloud, data, AI, security and asset-lifecycle choices in partnership with IT experts.
• Strong command of Agile principles and ceremonies, combined with a pragmatic, delivery-oriented mindset
• Excellent communication skills in English and French. Dutch is strong assets in the Benelux context.
• Customer-centric and value-driven.
• Strategic while remaining hands-on and pragmatic.
• Decisive, transparent and accountable.
• Comfortable operating in ambiguity and managing complex dependencies.
• Able to inspire commitment, foster psychological safety and raise performance expectations.
• Curious, innovative and willing to learn from evidence and failure.
• Strong personal impact, critical thinking, influencing and problem-solving capabilities.
• Ability to see the overall picture (helicopter view) - strategic thinking
• Decision-making
• Strong communicator, diplomatic and customer-oriented
• Commercial awareness and customer-oriented
• Proactive
• Team spirit
• Management skills and the ability to motivate people
• Structured approach and goal-oriented
• Master degree or equivalent by experience
• Strong written and spoken English
• Strong written and spoken French
• Strong written and spoken Dutch

Technical skills

• Customer-contact, after-sales and collection journey knowledge
• Digitalization, automation and AI-enabled change
• Product vision and complex portfolio prioritization
• Business cases, budget steering, cost-to-serve and benefit realization
• Architecture, integration, cloud, data, AI, security and asset lifecycle
• Agile principles and ceremonies
• Consumer-credit, AML and data-retention regulatory context

Tools

• Genesys Cloud
• AS400
• Contact Management Platform (ERI, Reader and Task API)
• AOF
• Rflow
• OCR
• K+
• CLEVER
• IVR
• chatbot
• virtual agent