XManager

About Us

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the world’s largest digital banking platforms, serving millions of customers across Brazil, Mexico, and Colombia. For more information, visit our institutional page.

About the team

You will have the opportunity to help reinforcing Nubank's culture in México, provide the best onboarding experience for the local Xpeers and make sure they learn the Nubank's way of delighting and assisting the customers, help the local team to implement the customer excellence structure and be part of the construction of an amazing local company that will bring a financial revolution in Mexico just like we are doing in Brazil.

To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter in a different country.

Xmanager leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice.

Context

In 1 year and a half we have almost tripled the number of customers (4.5 MM) and with the launch of Cuenta Nu in May 2023 we forecast to accelerate customer growth in the coming quarters. This is only the beginning of our journey in Mexico and we still have many challenges with new product launches and also the outsourcing increment that is currently at 30% and we expect by the end of next year to be above 80%. With this we have a big challenge and we are upgrading our structure to support the launch of new products and also to be an operation more focused on the customer journey and responsible for maintaining the same levels of quality while significantly increasing the % of outsourcing.

About the role

This position will be responsible for Headcount Planning/Performance Mngt, Training Governance, Contact Rate/FAQ/AR Governance and Quality/Hsat Governance.

Headcount Planning / Performance Management:

• Responsible for defining and providing the necessary tools for squads to manage their SLAS and efficiency metrics (Adherence / time spent / Occupancy)


• Disseminate best practices among squads.


• Responsible for operationalizing HC planning through WFM Models;


• Monitoring of the BU Operation's HC (Projected HC x Actual HC)


• HC sizing of the BUs, identifying opportunities in planning, in the assumptions used for WFM.


• Crash Governance: Provide visibility of severity, recurrence, implemented actions and SLA of product crashes


• Provide visibility of main squads with opportunities in SLAs and efficiency.

Training Governance:

• Responsible for Training methodologies and tools.


• Disseminate best practices among squads.


• Management of onboarding training(Nubankers & BPOs), ensuring that training materials are up to date and following an established quality standard


• Manage training platform, ensuring tool usability, training curation


• Map and establish a training grid for the performance improvement of BPO and Internal Team


• Map and establish a training grid for the development of soft and hard skills of the team.

Contact Rate / FAQ /AR:

• Reducing structural customer demand for support


• Framework to Diagnosis Opportunities to Reduce CR: Provide visibility and gains on key opportunities to reduce contact rate on processes and products, providing strategic insights for the squad Proactive CX and Ops Mngt Xmanagers to proactively act on CR reduction.


• Create FAQ governance and ensure squads are following. Important points of governance:


• FAQ Deflection Rate (%)


• FAQ Topic Feedback: Positive feedbacks (%)


• FAQ Coverage: # of contact reasons with a FAQ related (%)


• Create AR governance and ensure squads are following. Important points of governance:


• AR satisfaction (MSAT 4+5) (%)


• AR Deflection (%)

Quality / Hsat Governance:

• Determines the Quality targets and tools, ensuring that squads' teams follow the expected requirements and drive experience improvements in product, process, and team performance.


• Disseminate best practices among squads.


• Ensure tools and clear alignment of objectives.


• Ensures that minimums are clear for teams through communication and content management;


• Analysis of "Poor Service - Score 1" and run feedback loop of HSAT (BU Level)


• Preparation of management reports comparing Quality/Hsat targets and actual . Provide visibility of main squads with opportunities.

Preferred Qualification

• English level needed: [Advanced]


• Exclusive for lateral movement


• Specific tools the Xmanager will need




• Analyzes strategically with a holistic view, correlating BU data and results with business objectives and influencing high impact decision making.


• Contributed to the definition of OKrs at BU


• Has ability to communicate with executive leadership, preparing briefs on highly complex issues and to influence leadership decisions


• Guarantees that the necessary tools used for customer service are scalable and cost-efficient


• Has a tactical look, strategy and vision of the future.


• Anticipates issues and considers downstream impact before making decisions; looks at issues from a cross-functional perspective


• Masters the operation's strategy and KPIs, correlate them to Nubank products and have a long-term view


• Ensures the planning, strategy, implementation, monitoring and achievement of the OKRs


• Develops and/or leads high complexity projects that bring high impact for Nubank, having mastered all stages of the project


• Develops high level reports and planning documents to meet business needs.


• Ships scalable solutions that allow us to grow efficiently.

Our Benefits

• Chance of earning equity at Nubank


• Extended maternity and paternity leaves


• Health and life insurance


• NuCare - Our mental health and wellness assistance program


• Nucleo - Our learning platform of courses


• NuLanguage - Our language learning program


• Holiday Bonus ("Aguinaldo") of 30 days of pay per year


• 17 days of paid vacation with 25% vacation bonus


• Gym partnership

Our Nu Way of Working

Our work model is hybrid and has cycles that can be from two to three months according to the business of ​​expertise. For every eight or twelve weeks of remote work, one will be at the office. Check more information here.

Diversity & Inclusion

At Nu, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting fantastic talent.