Xmanager Collection

**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.

**About the role**

This position will be responsible for the Collections Recovery and Service Operation.

**Role Main Expectations**:

- Vendor selection and implementation process
- Process to select a new vendor, as well as to implement the pilot and scale up to full onboarding.
- Success Fee management and billing
- Leads billing process
- Support fee negotiations
- Definition and implementation of collection procedures, pursuing best results
- Management of vendors, being responsible for the definition and constant monitoring of agency performance through KPIs.
- Reviewing strategies and procedures and implementing policies focused on reducing delinquency levels.
- Implementation of rules and processes for better control of cases and feasibility of solutions.
- Structuring meritocracy models and competition among vendors.
- Development, engagement and performance of the internal customer service team.
- Training Management: Capturing and providing access to our service team to knowledge about our products and processes, positively impacting the results.
- Define the necessary premises to plan the HC and control the service operation workforce ensuring efficiency and service level.

**Preferred Qualification**
- English level needed: [Advanced]
- Demonstrable and strong experience working in Collections within Financial Services
- Management of collection agencies
- 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.
- Leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice.

**Benefits**
- Equity at Nubank
- Health and Life Insurance
- Food Card
- 17 days of paid vacation with 15% vacation bonus
- Holiday Bonus (¨Aguinaldo¨) of 30 days of pay per year
- NuCare (Our mental health and wellness assistance program)
- NuLanguage (Our language learning program)
- Extended maternity and paternity leaves
- _Interviewing and onboarding are currently done virtually due to COVID-19. Everyone new to the team and our current staff will remain working from home until it is safe to return to our offices. When it's time, we will require a fixed cadence of visiting the office in which employees go to their Business Unit's (BU) base location. Employees will have an employment contract based on the cities that Nu's offices are located, considering their country of hire. More details can be shared during your hiring process._