About this role
We are looking for the person who will lead a multidisciplinary team in charge of customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the business vision, the priorities and the results, and you work hand in hand with your IT counterpart, Product Owners and operational teams to deliver real value for customers, partners and employees.
Your missions:
Vision and roadmap:
Define and share a clear vision for customer contact, after-sales and pre-collection journeysTurn customer, partner and employee feedback, operational data and regulatory priorities into a coherent roadmapRun your area like a business: balance customer satisfaction, service quality, cost, risk and investmentAdvise senior management on priorities, trade-offs, dependencies and risksPortfolio and priorities:
Own the product portfolio across squads and prioritize initiatives and features based on valueLead the annual and quarterly planning and business review cyclesMake transparent choices when demand exceeds capacityDefine and track expected benefits, adoption goals and outcomes with Product Owners and FinanceDigitalization and AI:
Drive the responsible roll-out of AI and automation in the contact center (agent assistance, call summaries, routing, virtual agents)Develop chatbot, self-care, voice, email and digital-contact initiatives that simplify journeys and reduce avoidable contactsMake sure each use case has a solid business case, a viable architecture and real operational adoptionUse customer and operational insights to improve first-contact resolution, accessibility, NPS and digital usageOperational efficiency:
Identify and deliver measurable efficiency gains across customer service, partner servicing and collection activitiesSupport the operational transformation roadmap through process simplification, automation and standardizationWork with Operations to secure readiness, training, adoption and benefit realizationChallenge activities that don’t bring enough value, quality, compliance or efficiencyCompliance and resilience:
Integrate regulatory requirements (consumer credit, AML, data retention) into the roadmapWork with IT, Risk, Compliance and Experts to manage security, obsolescence, incident and continuity risksEscalate delivery, capacity or governance risks early and define clear actionsLeadership:
Lead the Tribe Leadership Team and create a safe, demanding and inspiring environmentDirectly manage and develop the Product OwnersStrengthen Agile maturity through disciplined ceremonies, outcome-based steering and continuous learningManage dependencies with other Tribes and build strong relationships with Operations, IT, Risk, Compliance, Finance, Data and external partnersReport on value, delivery, budget, risks and decisions needed Master’s degree or equivalent by experienceAt least 10 years of relevant experienceProven experience in a senior business, operations, product, transformation or Agile leadership role, preferably in a regulated service environmentStrong understanding of customer service, contact-center, after-sales or collection journeys and their economicsTrack record in delivering digitalization, automation and AI-enabled change with measurable resultsAbility to define a product vision, prioritize a complex portfolio and make fact-based trade-offsStrong people leadership skills, with experience developing Product Owners or multidisciplinary teamsAbility to engage, influence and challenge executive management and operational stakeholdersSolid business and financial skills (business cases, budget steering, cost-to-serve, benefit realization)Enough technical understanding to challenge architecture, integration, cloud, data, AI and security choices alongside IT expertsStrong command of Agile principles, with a pragmatic, delivery-oriented mindsetStrong written and spoken communication in Dutch, French and EnglishYour profile:
Customer-centric and value-drivenStrategic, but hands-on and pragmaticDecisive, transparent and accountableComfortable with ambiguity and complex dependenciesAble to inspire commitment, build psychological safety and raise performance standardsCurious, innovative and open to learning from evidence and mistakesStrong communicator, diplomatic and a good team player All our positions are open to both women and men and are, of course, open to people with disabilities.