You can lead and support teams to realize strategic and complex change objectives. Your stakeholdermanagement and communication skills get things done without hierarchical mandate. You know how to bring people together with your clear focus on collaboration. With you high level of organizational sensitivity, strong analytical skills and ability to bring planning and structure to this program you can transform an innovative idea in an understandable story.

What are you going to do?

As a Senior Program Manager, you are responsible for the strategic workstream Call & Ops in which you work closely together with the Workstream lead/ Head of Customer Contact Experience.

The aim of the workstream is to help develop NN towards a company with more digital and frictionless journeys. You help bring several initiatives such as Voice IVR, A.I solutions, channel strategy, one way communication and track & trace together.

As the orchestrator, you align the different projects within the workstream to the heartbeat necessary to realize the successful implementation of the strategic initiative(s). You will be managing projects cross domain and you are able to identify any correlations between the initiatives. You are excellent in planning but you know that success comes from execution. Besides working as a program manager if necessary, you are also able to step in as a project leader.

In order to do so you are responsible for the following activities:

Be the driver of the Strategic execution with a no-nonsense mentality and hands-on approach
Manage the change agenda for the Workstream and ensure projects are delivering on the planned objectives and value
Integrate different project plans and business cases into an overall execution plan
Support the different project teams with project management activities
Highlights key programme interdependencies and aligns implementation plans inter-dependent initiatives
Needs to establish and maintain strategic partnerships with the different internal stakeholders
Solicits input and gains an understanding of the business issues and opportunities from each business unit, integrating them into the development of the business strategy.
Performs regular project risk assessments by identifying future areas of major risk and providing advice on potential corrective actions to mitigate these risks
Budget management- coordinate and manage the budgets for the workstream and central funded projects/initiatives
Ensure timely reporting on synergies, OKR’s, progress and KPI’s of strategic projects/initiatives
Ensure project teams from initiating projects up to and including the implementation of solutions according to agreed procedures and processes and with predictable results.
Secure project alignment to fulfil the strategic goals

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

Salary between € 6.353 and €9.076 depending on your knowledge and experience
13th month and holiday allowance are paid with your monthly salary
27 vacation days for a 5-day working week and one Diversity Day
A modern pension administered by BeFrank
Plenty of training and learning opportunities
NS Business Card 2nd class, which gives you unlimited travel, also privately. Do you prefer to travel with your own transport? Then you can declare the kilometres travelled
Allowances for setting up your home office and for internet use.

What you will bring

You know how to work in an Agile environment where collaboration, and continuous improvements are the foundations. Additionally, you possess:

Bachelor/master degree plus a minimum of 5 years of experience within a large corporate preferably financial industry
Result oriented, well-organized, creative with excellent problem solving, analytical and influencing skills
Experienced in managing complex projects with multidisciplinary teams; proven project & stakeholder management skills preferably in the call & ops domain
Excellent financial skills: the ability to analyse and structure information with strong content focus, deep understanding of the strategy, initiatives and its business cases
Strong relationship management skills, with demonstrated ability to collaborate with others
Experienced in telling a complex story in an understandable slide
Verbal and written communications skills in Dutch and English.
A typical challenge in your role is dealing with multiple stakeholders across different BUs. Vital is that you are flexible, have the ability to gain peoples trust and are service oriented

You will work together with

Customer & Commerce (C&C) connects the Business Units of Nationale-Nederlanden with our joint customer. This means we take care of all generic systems, platforms, capabilities and service desks that are used within NN to service our customer. As an example you can think of the digital client portals, the app, the chatbot-technology which is being further developed and used and the expertise like Research, UX Design and Data Science within the whole company.

You will be part of the Strategy, Finance and Control team. You will work in the Strategy team in close interaction with Dutch business units and will be reporting to the Head of Strategy, Finance and Control. The Strategy team is the linking pin and has an orchestrating role towards the Dutch Strategy/ NL workstreams organized across business units and will support strategy execution, decision making processes by proving/monitoring the strategic effectiveness and facilitating a uniform way of working (method, process, consistency, reporting) via PMO capabilities. The Strategy team consisted of 2 program managers, 1 PMO and 1 Portfolio Manager.

In this role you will work closely with the Customer Contact Experience (CCE) domain. The CCE domain wants to contribute to the most efficient and effective organisation of NN customer service. They do this by taking care of important generic systems and platforms to make sure our customers get the answer they are looking for in an easy, fast and if possible digital way. We help the NN organisation with smooth processes and systems that help us save time, costs and unnecessary calls.