Business Program Manager

Asenium is looking for a Senior Business Tribe Lead to drive customer-contact, after-sales and collection transformation across Belgium and the Netherlands.

You will own the business vision, portfolio priorities and outcomes in a financial-services environment, working closely with IT and Operations to improve customer experience and operational efficiency.

Location: Brussels, Belgium.

Work setup: Hybrid — 50% on-site / 50% homeworking.

Responsibilities

-Define the business vision and transformation roadmap for customer contact, after-sales, pre-collection and amicable collection.

-Prioritize the cross-squad portfolio and lead annual and quarterly planning, balancing value, risk, cost and capacity.

-Drive Genesys Cloud, AI, chatbot and self-service initiatives to improve customer journeys and reduce avoidable contacts.

-Deliver operational efficiencies through simplification, automation and standardization, ensuring business readiness, adoption and measurable benefits.

-Embed regulatory requirements and work with IT, Risk and Compliance on resilience, security and asset lifecycle governance.

-Lead and develop Product Owners, align multidisciplinary squads and strengthen Agile maturity.

-Manage cross-Tribe dependencies, advise senior management and report on business value, budgets, delivery and risks.

Must-have requirements

-At least 10 years of relevant experience, including a proven track record in senior business, operations, product, transformation or Agile leadership.

-Master’s degree or equivalent professional experience.

-Strong understanding of customer service, contact-centre, after-sales, pre-collection or collection journeys and their operational economics.

-Proven delivery of digitalization, automation and AI-enabled change with measurable business outcomes.

-Strong capabilities in product vision, complex portfolio prioritization and Agile planning.

-People leadership experience developing Product Owners or multidisciplinary teams.

-Strong executive stakeholder management, influencing and decision-making skills.

-Solid financial acumen, including business cases, budget management, cost-to-serve and benefit realization.

-Sufficient technological understanding to assess architecture, integration, cloud, data, AI, security and asset lifecycle decisions alongside IT experts.

-Strong written and spoken communication skills in English, French and Dutch.