Business Tribe Lead

We are looking for a Business Tribe Lead to shape customer contact, after-sales and collection journeys across Belgium and the Netherlands. You will lead a business portfolio that combines day-to-day services with digital transformation, balancing customer experience, operational efficiency, regulatory obligations and technology sustainability.

Your role

• Define the business vision and roadmap, drawing on customer feedback, operational data and regulatory priorities.
• Prioritise the cross-squad portfolio and lead planning and review cycles. Track value, adoption, milestones and benefits with Product Owners and Finance.
• Lead initiatives in digital contact, self-service, automation and AI, including Genesys Cloud capabilities, with attention to governance and operational adoption.
• Improve processes across customer service, partner servicing and collection, coordinating readiness and change with operational teams.
• Work with IT, Risk and Compliance on security, continuity, regulatory requirements and asset lifecycle risks.
• Manage and develop Product Owners, strengthen Agile practices and coordinate dependencies across teams.
• Advise senior management and report on delivery, value, budgets, risks and decisions.

You have

• At least ten years of relevant experience.
• A master's degree or equivalent experience.
• Dutch at C1 level, spoken and written.
• French at C1 level, spoken and written.
• English at C1 level, spoken and written.

A plus

• Senior leadership experience in business, operations, product, transformation or Agile.
• Experience in financial services or another regulated service environment.
• Strong understanding of customer service, contact-centre, after-sales, pre-collection or collection journeys and their operational economics.
• A track record of delivering digitalisation.
• A track record of delivering automation.
• A track record of delivering AI-enabled change.
• A track record of delivering measurable business outcomes.
• Experience defining a product vision.
• Experience prioritising a complex product portfolio.
• Ability to make fact-based trade-offs across customer value, risk, cost and feasibility.
• Strong people leadership skills.
• Experience developing Product Owners or multidisciplinary teams.
• Ability to engage and challenge executive and cross-functional stakeholders.
• Strong business and financial acumen.
• Knowledge of business cases.
• Experience in budget steering.
• Knowledge of cost-to-serve.
• Knowledge of benefit realisation.
• Enough understanding of architecture to challenge choices with IT experts.
• Enough understanding of integration to challenge choices with IT experts.
• Enough understanding of cloud to challenge choices with IT experts.
• Enough understanding of data to challenge choices with IT experts.
• Enough understanding of AI to challenge choices with IT experts.
• Enough understanding of security to challenge choices with IT experts.
• Enough understanding of asset lifecycles to challenge choices with IT experts.
• Strong command of Agile principles and ceremonies.
• Strong communication skills.
• A customer-focused approach.
• A focus on creating value.
• Strategic thinking and an overview of the bigger picture.
• A hands-on approach.
• A pragmatic approach.
• A focus on delivery.
• Decisive decision-making.
• A transparent approach.
• A strong sense of accountability.
• Comfort working in ambiguity.
• Ability to manage complex dependencies.
• Ability to inspire commitment.
• Ability to foster psychological safety.
• Ability to raise performance expectations.
• Curiosity.
• An innovative mindset.
• Willingness to learn from evidence and failure.
• Strong personal impact.