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Business Program Manager

Lead a multidisciplinary tribe focused on customer and partner contact journeys, after-sales, and pre-collection for a major financial services player. You will define the vision, steer the product portfolio, and accelerate digitalization and AI within an Agile operating model.

CONTEXT

Our client, a major player in its sector, is a financial services organization serving customers and partners across the Benelux region. Its markets are changing quickly: customers expect seamless digital journeys, partners need reliable interfaces, and regulators demand rigorous compliance. The organization has created a customer-experience tribe focused on customer and partner contact journeys, after-sales, and pre-collection. This tribe is a strategic engine for digitalization, operational efficiency, and responsible use of AI. As Business Program Manager, you will define the vision, orchestrate the product portfolio, and lead a multidisciplinary team within an Agile framework.

ACTIVITIES

  • Define and communicate the tribe vision, strategy, and roadmap for customer and partner contact journeys.
  • Manage the product portfolio, prioritize initiatives, and balance value, risk, and capacity.
  • Lead product owners, business analysts, developers, data specialists, and other experts in a multidisciplinary team.
  • Accelerate digitalization and AI initiatives that improve after-sales and pre-collection performance.
  • Drive operational efficiency while protecting customer experience and partner satisfaction.
  • Ensure regulatory compliance and risk controls are embedded in product decisions.
  • Engage senior stakeholders across business, technology, compliance, and operations.

EXPECTED ACHIEVEMENTS

  • More seamless, digital-first customer and partner contact journeys.
  • Improved after-sales and pre-collection performance through automation and AI.
  • A prioritized, value-driven product portfolio with clear outcomes.
  • Higher operational efficiency without compromising compliance or customer trust.
  • A high-performing, empowered Agile tribe aligned around shared goals.

ENVIRONMENT

  • Agile/Scrum, SAFe, product management, and tribe-based operating models.
  • Jira, Confluence, CRM platforms, digital journey tools, and data analytics.
  • AI/ML capabilities, automation, and digital service platforms.
  • Financial services compliance, GDPR, risk management, and regulatory frameworks.
  • A Benelux context with customers, partners, internal teams, and external regulators.