Business Program Manager Consultant

Mission Overview:

Keystone Solutions is looking for an expert Business Program Manager to join a consultancy mission at a client site in Brussels, representing Keystone Solutions within a regulated financial-services environment. You will be hired by Keystone Solutions and operate as a Keystone consultant, leading the client's MyDay2Day Tribe across the Benelux region while working closely with business, operations and technology stakeholders.

The scope covers customer and 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 and interfaces with collection partners and related ecosystems; and business ownership and lifecycle steering of the Tribe portfolio, including Genesys Cloud, AS400 capabilities, the Contact Management Platform comprising ERI, Reader and Task API, AOF, Rflow, OCR and K+ related capabilities. It also covers the change and run portfolio needed to improve customer and partner satisfaction, operational efficiency, regulatory compliance and IT robustness.

The consultant will work closely with the IT Tribe Lead, Product Owners, Scrum Masters, Business Analysts, IT Asset Owners, Centres of Expertise and operational stakeholders. You will own the business vision, priorities, expected value, adoption and outcomes, while technical architecture, IT delivery and production responsibilities are managed with the relevant IT accountabilities. All responsibilities below are performed as part of Keystone Solutions' consultancy model.

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 customer, partner and employee 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 the COO and 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 the preparation and arbitration of the Strategic Annual Planning, Quarterly Business Review and Quarterly Agile Planning cycles.
• Make transparent trade-offs when demand exceeds capacity, ensuring that 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 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, the client's Netherlands and central entities, 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.

Experience and Knowledge:

• 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.
• Strong personal impact, critical thinking, influencing and problem-solving capabilities.

Education and Languages:

• Master's degree or equivalent through experience.
• Strong written and spoken communication skills in Dutch.
• Strong written and spoken communication skills in French.
• Strong written and spoken communication skills in English.
• Excellent communication skills in English and French; Dutch is a strong asset in the Benelux context.

Personal and Leadership Qualities:

• 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.
• Ability to see the overall picture with a helicopter view and strong strategic thinking.
• Strong decision-making ability.
• Strong communicator, diplomatic and customer-oriented.
• Commercial awareness and a customer-oriented approach.
• Proactive mindset.
• Team spirit.
• Management skills and the ability to motivate people.
• Structured approach and goal orientation.

Working Model:

This is a Keystone Solutions consultancy mission based in Brussels. The expected working arrangement is 50% on site and 50% homeworking, reinforcing the hands-on consultant identity and close collaboration with client stakeholders.

Why Keystone Solutions:

As a Keystone Solutions consultant, you can tackle dynamic projects and diverse challenges across client environments while building broad business and technology expertise. Our turbo-charged learning approach encourages continuous professional development through hands-on exposure to complex strategic, operational, digital and regulatory challenges. Our skyrocketing ambition supports continued career growth as you expand your impact and consulting capabilities. Being a K-Stone means bringing Keystone Solutions' core values to every engagement while combining accountability, collaboration, learning and customer value in your day-to-day work.

Apply Now:

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