Initiative Owner Chatbot

The Customer Servicing and Efficiency team plays a vital role in advancing innovative solutions to enhance accessibility and deliver toptier customer service. A major focus is on chatbot technology which is seen as a flagship project for increasing customer satisfaction through more convenient and efficient interactions.

We are looking for an experienced Initiative Owner to lead and drive the Chatbot Initiative forward

• Acts as the main point of contact and stakeholder representative for the initiative.
  
• Manages the endtoend lifecycle of the initiative coordinating and overseeing all related activities across various teams and tribes.
  
• Collaborates closely with other initiative roles and Tribe roles to ensure smooth delivery.
  
• Remains engaged throughout the initiative lifecycle until all defined features are successfully launched.
  
• Leads the initiative core team and ensures adherence to governance structures.
  

1. Strategic Planning:
   

   • Define the strategy and market vision for the chatbot initiative.
     
   • Drive innovation and simplicity within the initiative.
     

2. Initiative Management:
   

   • Prioritize and define Opus (work packages).
     
   • Consolidate input and estimates from contributors to execute the initiative.
     

3. Positioning and Monitoring:
   

   • Coordinate with impacted SCS tribes and Centers of Expertise (COEs) to track and position the initiative effectively.
     

4. Objective and KPI Tracking:
   

   • Set objectives and KPIs monitor performance and make adjustments as necessary to achieve defined goals.
     

5. Risk and Issue Management:
   

   • Proactively manage risks and impediments at the initiative level.
     

6. CrossFunctional Collaboration:
   

   • Foster shared understanding and knowledge among all impacted teams.
     

7. Opus Ideation and Refinement:
   

   • Oversee Opus development in collaboration with Product Owners defining objectives scope quality budget and timelines.
     

8. Progress Tracking:
   

   • Track the progress of each Opus across scope quality budget and timing from initiation through development testing and market launch.
     

Requirements

Requirements :

Agile and Project Management Experience

• Experience: Significant experience in program and project management ideally in an Agile environment.
  

Language Requirements :

• Dutch: Native or fluent
  
• French: Native or fluent
  
• English: Proficient
  

Education and Certification

• Degree: Master s degree or equivalent.
  
• Certifications: Program and project management certifications (e.g. Agile Prince2) are desirable.
  

Travel and Work Conditions

• Travel: N.A. (or occasional travel as required)
  
• Telework: Minimum 50% onsite 50% remote.
  

Required Experience / Knowledge

• Professional Experience: Minimum 10 years in a professional role with over 5 years specifically in program and project management emphasizing strategy prioritization time budget and dependency management while focusing on business/customer interests in solution development and production.
  

• Technical Knowledge:
  

  • Mandatory: N.A.
    
  • Preferred: Ability to understand technical discussions.
    

• Business Knowledge:
  

  • Mandatory: 10 years of professional experience with at least 5 years of relevant program and project management experience.
    
  • Preferred: Background in the banking environment.
    

Knowledge and Skills

• Business Strategy and Process Knowledge: Comprehensive understanding of business strategies processes products systems and regulatory impacts.
  
• Product and Change Management: Expertise in managing product lifecycles and organizational change.
  
• CrossTeam Coordination: Skilled in managing Opus portfolios with dependencies across multiple teams.
  
• Results Orientation: Focused on factual data to drive outcomes.
  

Soft Skills

• Stakeholder Management: Excellent ability to manage relationships and expectations with various stakeholders including senior management and executives.
  
• Communication: Strong presentation and communication skills suited to diverse audiences.
  
• Alignment and Negotiation: Proficient in aligning priorities and negotiating effectively to achieve objectives.
  
• Autonomy and Perseverance: Demonstrates commitment independence and persistence.