Context
Our client’s Customer Servicing and Efficiency division plays a key role in developing and delivering innovative solutions that support strategic ambitions around accessibility, efficient customer service, and high-quality interactions. Chatbots are a central component of these goals.
This ambitious chatbot initiative is considered a flagship project, crucial for enhancing customer satisfaction through greater convenience and efficient service.
We are searching for an experienced Initiative Owner to lead and guide this Chatbot Initiative.
Function description
- Acting as the customer/stakeholder representative for the initiative’s scope.
- Managing the end-to-end lifecycle of the initiative, coordinating and monitoring all related activities (cross-construct, cross-teams, and across tribes).
- Working in close collaboration with other initiative and tribe roles.
- Overseeing the initiative throughout its lifecycle until all defined features are successfully implemented.
- Steering the initiative’s core team and related governance structures.
Specific responsibilities
- Define the strategy and market vision for the initiative.
- Drive innovation and simplify processes within the initiative.
- Define and prioritize the various phases (Opus) of the initiative.
- Consolidate estimates from contributors for implementation.
- Oversee the positioning and progress of the initiative with impacted SCS, tribes, and Centers of Excellence (COEs).
- Set and measure objectives and KPIs for the initiative and its phases.
- Ensure shared knowledge and alignment across impacted teams.Manage risks and impediments at the initiative level.
- Lead Opus ideation and refinement with impacted Product Owners (objectives, scope, quality, budget, and timeframe).
- Monitor progress across scope, quality, budget, and timeline from initial phases through development, testing, and market launch.
Profile
- Minimum 10 years of overall experience with 5+ years in program/project management, emphasizing strategy, prioritization, budget management, and dependency considerations, while centering solutions on business and customer needs.
- Significant experience in program and project management, ideally in Agile environments.
- Ability to understand technical discussions
- Preferred: Knowledge of the banking environment.
- Certification in program and project management (AGILE, Prince 2…)
- Languages:
- Dutch: Native or fluent
- French: Native or fluent
- English: Proficient
- Soft skills:
- Comprehensive understanding of business strategies, processes, products, systems, and organizational culture.
- Attention to regulatory impacts and risk management.
- Expertise in product management, change management, and organizational development.
- Skilled in managing multiple initiatives with cross-functional dependencies.
- Strong result-orientation and data-driven decision-making.
- Keys to Success in the Initiative Owner Role
- Ownership and accountability for specific delivery initiatives/portfolios.
- Flexibility and adaptability.Resilience under pressure.
- Executive presence with solid leadership capabilities.
- Outstanding verbal and written communication, particularly in presenting and influencing.
We use the pronoun « they » or « the candidate » wherever possible to include all individuals when talking about candidates, regardless of their gender identity. We believe that everyone should be treated with respect, regardless of their gender identity.
