Program Manager Business Consultant

Belgium·Brusselsmid

OperationsProject Manager

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Quick Summary

Key Responsibilities

Define and communicate a clear Benelux vision for after-sales, customer contact, and pre-collection journeys, aligned with company strategy and strategic OKRs. Translate feedback, operational data,

Technical Tools

OperationsProject Manager

The Program Manager Business role is a consultancy mission at a client site, representing Keystone Solutions. As a Keystone Solutions consultant, you will lead the MyDay2Day Tribe for a major financial services client in the Benelux region.

Lead customer and partner contact journeys and channels, including voice, email, chatbot, virtual-agent, self-care, and assisted-service capabilities.
Oversee after-sales customer and employee journeys in Belgium and the Netherlands.
Manage pre-collection and amicable-collection journeys, including interfaces to collection partners and related ecosystems.
Own business and lifecycle steering of the Tribe portfolio, including Genesys Cloud, AS400 capabilities, Contact Management Platform, AOF, Rflow, OCR, and K+ related capabilities.
Drive change and run portfolios to improve customer and partner satisfaction, operational efficiency, regulatory compliance, and IT robustness.
Collaborate closely with IT Tribe Lead, Product Owners, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise, and operational stakeholders.

Responsibilities

~3 min read

→Define and communicate a clear Benelux vision for after-sales, customer contact, and pre-collection journeys, aligned with company strategy and strategic OKRs.
→Translate feedback, operational data, market developments, and regulatory priorities into a coherent product and transformation roadmap.
→Run the Tribe as a business, balancing customer advocacy, service quality, cost-to-serve, operational risk, investment capacity, and contribution to P&L.
→Advise senior management on priorities, opportunities, trade-offs, dependencies, and risks within the MyDay2Day scope.
→Own the cross-squad product portfolio and maximize value through explicit prioritization of initiatives, Opuses, and Features.
→Lead preparation and arbitration of Strategic Annual Planning, Quarterly Business Review, and Quarterly Agile Planning cycles.
→Make transparent trade-offs when demand exceeds capacity, ensuring must-win, regulatory, and value-creating priorities are protected.
→Define and track expected benefits, adoption objectives, milestones, and outcomes with Product Owners and Finance partners.
→Sponsor the CLEVER roadmap and 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 AI and automation use cases are supported by sound business cases, 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.
→Support 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.
→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 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 for collaboration, learning, and delivery of customer value.
→Directly manage and develop 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 other Tribes and functions.
→Build strong relationships with Operations, IT, Risk, Compliance, Finance, Data, Customer Experience, and external partners.
→Represent the Tribe 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.

Requirements

~1 min read

Dutch: Strong written and spoken communication skills
French: Strong written and spoken communication skills
English: Strong written and spoken communication skills

Master degree or equivalent by experience

Expectation: 50% on site & 50% homeworking

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 a strong asset 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

As a consultant, you will work on-site, embodying the Keystone Solutions identity and values in every engagement.
Experience a wide variety of dynamic projects and challenges across diverse client environments.
Accelerate your professional development with turbo-charged learning opportunities and broad exposure to business and technology.
Skyrocket your ambition with a clear commitment to career growth within the Keystone Solutions framework.
Being a “K-Stone” means bringing core values—integrity, excellence, and collaboration—to every mission.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.