Program Manager Business - 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 and experience — required

• Master degree or equivalent by experience
• At least 10 years of relevant experience
• Proven experience in a senior business, operations, product, transformation or Agile leadership role.
• 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
• 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
• Strong written and spoken French communication skills; excellent communication required.
• Strong written and spoken English communication skills; excellent communication required.

Preferred sector experience

• Experience in financial services or another regulated service environment.

Language requirement ambiguity

• Dutch: strong written and spoken communication skills in the language requirements table; described as a strong asset in the experience section. Mandatory status is contradictory and requires clarification.

Technical skills — required

• Sufficient technological understanding to challenge architecture, integration, cloud, data, AI, security and asset-lifecycle choices in partnership with IT experts.

Tools and platforms — mission scope, no explicit prior tool-experience requirement

• Genesys Cloud and CLEVER roadmap; agent assistance, automatic call summaries, suggested wrap-up codes, routing and virtual agents.
• AS400 capabilities.
• Contact Management Platform: ERI, Reader and Task API.
• AOF, Rflow, OCR and K+ related capabilities.
• Chatbot, self-care, IVR, email and digital-contact capabilities.

Supplier sourcing process, confidentiality, ethics, contacts and CSR — source notifications

• Important notifications : Any communication related to this vacancy must comply with the sourcing process rules. Thus, apart from the principle that all process steps are governed via the e-Sourcing platform Nétive, External Staffing must be in copy of all communication to the latter and kept informed of any contacts made at the initiative of the Suppliers. Please note that the following deontology principles apply to the present sourcing via Nétive : 1.1. The employees of the BNP Paribas Group are subject to instructions governing their relations with bidders. 1.2. In this context it is strictly forbidden to employees of BNP Paribas Group, who are participating in any way to the final choice of a supplier, to accept during the period a consultation any gift, advantage or invitation, regardless of its value. 1.3. BNP Paribas Group may choose to exclude any potential supplier from the consultation who will not respect this rule. 1.4. To avoid any conflict of interest, potential suppliers are asked to indicate in their proposal any possible relation between their company and one or several employee(s) of the specific client entity part of BNP Paribas Group. Please note that the following confidentiality of data principles apply to the present sourcing via Nétive: The information contained in Nétive is confidential and is submitted to you solely to enable you to respond to this consultation from an entity part of BNP Paribas Group for searching an external resource. You should treat as strictly confidential and proprietary the terms of this consultation and all other information provided by us in connection with this initiative. Your receipt of this consultation constitutes your agreement not to disclose such information - or the fact that you have been asked to submit a candidate - to a third party (i.e. any person not directly involved in the proposal effort) for any reason. Without limiting the foregoing, you are not authorised, without prior written consent, to publicise the fact that you are a potential supplier to BNP Paribas Group for this consultation. BNP Paribas Group will treat information received from your company designated as confidential and proprietary with the same consideration. In case of questions regarding the job requisition , please only contact cces@bnpparibasfortis.com , managers are not to be contacted in parallel. External Staffing - via the e-Sourcing platform Nétive - is the only counterpart for rate commitments with Suppliers. Rates are not to be discussed with managers. If you forgot your username / password, please visit https://sourcing.my.site.com/vms/s/ and follow the instructions. In case of technical issues , please contact help.netive@bnpparibasfortis.com . If you do not want to receive these notification, ask us to deactivate your account. In that case all your accesses to Nétive will be deactivated and you will no longer receive the notification mails concerning existing and new contracts. If your company still wants access to Nétive, please check whether other users in your organization are still active in Nétive. At BNP Paribas Fortis we believe that the only way to improve our Corporate Social Responsability (CSR) performance in a sustainable manner is by embedding the essentials of CSR in our core business and organizational processes. This has been our focus in recent years, and it will continue to be our focus in the years ahead. Sustainable development also means for us taking environmental responsability. Within our sphere of influence, we strive to support and respect the protection of internationally proclaimed human rights and to ensure that we have no complicity in human rights abuse. BNP Paribas Fortis urges each supplier to support the above mentioned commitments, which are reflected in the BNP Paribas Fortis Code of Conduct for Suppliers and Vendors. By sending in a proposal, as a supplier, you confirm to have read and accepted this BNP Paribas Fortis Code of Conduct for Suppliers and Vendors (available in the Nétive library) which is part of the eventual subsequent agreement.

Mission scope and accountability boundaries

• Scope of the role The role leads the MyDay2Day Tribe for BNP Paribas Personal Finance Benelux. Its scope covers: Customer/partner-contact journeys and channels, including voice, email, chatbot, virtual-agent, self-care and assisted-service capabilities. After-sales customer and employee journeys in Belgium and the Netherlands. Pre-collection and amicable-collection journeys, with interfaces to collection partners and related ecosystems. Business ownership and lifecycle steering of the Tribe portfolio, including Genesys Cloud, AS400 capabilities, the Contact Management Platform (ERI, Reader and Task API), AOF, Rflow, OCR and K+ related capabilities. The change and run portfolio required to improve customer and partner satisfaction, operational efficiency, regulatory compliance and IT robustness. The Tribe Lead works in close partnership with the IT Tribe Lead, Product Owners, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise and operational stakeholders. The Tribe Lead owns the business vision, priorities, expected value, adoption and outcomes, while technical architecture, IT delivery and production responsibilities are managed with the relevant IT accountabilities.