Full-Time Operations Lead

Nu is the leading digital bank in Latin America, serving 135 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns. Nu's impact has been recognized in multiple awards, including Time 100 Most Influential Companies, Fast Company's Most Innovative Companies, and Forbes World's Best Banks. As part of the CX Fraud vertical, you'll own the full Fraud Operations engine in Mexico, spanning both Internal and External Fraud Operations, and lead the shift from reactive defense to proactive, preventive protection for millions of Nu customers. This is a leading-leaders role: you'll manage other managers and leads across our internal team and BPO sites, setting the vision for how investigations, disputes, identity security, transaction monitoring, and fraud controls run at scale. You'll translate executive-level fraud and CX objectives into roadmaps that internal teams and BPO sites execute against, building the operating models, governance, and performance systems that let the organization scale without losing rigor or customer trust. You'll be one of the most senior operators in Fraud, representing Fraud Operations at executive forums and building a leadership bench that keeps raising the bar across the operation. You'll be responsible for Own the end-to-end operational strategy for Internal and External Fraud Operations, aligning both sides to one mission, one roadmap, and one set of performance standards. Lead a multi-layer organization of managers and leads, building rigorous performance-management frameworks and a governance rhythm that catches outliers early and drives coaching and course correction. Drive continuous improvement using VOC, VOE, and data, prioritizing operational changes and championing AI
- and automation-enabled ways of working. Own execution across core fraud journeys (CB Gamers, MA, IF, BKO, and others), strengthening control coverage and reducing manual intervention while protecting investigative quality and compliance. Partner with WFM, Content, Fraud Strategy, Product, and Analytics teams to build workforce capacity, training readiness, and quality frameworks that protect SLAs and regulatory readiness. Represent Fraud Operations at executive forums, translating complex operational realities into clear recommendations on priorities, risks, and investments. We are looking for a person who has Required: Proven experience leading operations as a manager of managers, ideally across multiple teams or locations. Strong track record using data to manage performance at scale, including operational health frameworks and backlog governance. Hands-on experience managing outsourced/BPO operations: ramp, governance routines, and partner performance management. Excellent cross-functional stakeholder management, with a track record of partnering to deliver shared outcomes. Experience in fraud operations — investigations, disputes, chargebacks, identity security, or transaction monitoring — in a high-volume context. Experience in fintech, digital banking, or other highly regulated financial services, particularly in fraud or financial crime. Track record of shifting operations from reactive, case-by-case handling to preventive, control-led, experience-centered models. Health and life insurance Dental and Vision Insurance Holiday Bonus (\"Aguinaldo\") of 30 days of pay per year Work-from-home Allowance Relocation Assistance Package, if applicable Work Model for this Role This is an on-site role based in our Mexico City office. Explore how we build technology at Nubank: building.nubank.com.br youtube.