Xplead - M2 - OCC Planning

Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.

Proprietary technology and data at scale power Nu’s digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability.

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Office Location & Work Model

Office Base: Mexico City, 100% onsite.

Our OCC operations team is 100% located in Mexico City, enabling tight collaboration on high-risk scenarios and real-time decision-making.

Eligibility Criteria

• Current level: IC5 or M1.

• Have received a rating of "Meets High Expectations" or higher in your most recent performance evaluation;
  Be in your Job Family for at least 12 (twelve) months;

• Apply using your Nubank email (name.surname@nubank.com.br)

About the Team

The Operations Control Center (OCC) is part of the Planning Squad inside CX Alliance, Nubank Mexico. The team is made up of Xpeers who monitor the operation in real time and keep service levels on track, working side by side with the Planning Business Analysts and Process Owners who design the strategy and processes behind the operation.

OCC has three core missions:

• Online monitoring: watching queues and SLAs (Backoffice, Chat, Email and Phone) through Grafana and Twilio Flex, spotting breaches early, and building fast action plans such as headcount moves, extra hours and DIME adjustments to recover service.

• Agent support and process execution: running the 60+ operational processes that keep our agents productive (schedule and lunch changes, holiday swaps, live DIME changes, medical leave, BDX updates, agent questions) and removing blockers for them every day.

• Front line of defense in crisis: when a tool fails or an incident hits (crashes, regulatory-relevant incidents, BPO closures), OCC is the first responder. Its scope is now expanding beyond SLA impact to also read reputational signals, social media and customer-experience impact, together with Ops Defense and CX teams.

Level: M2 (XPlead)

About the Role

You'll lead the team that stands between our customers and operational disruption. As the OCC Planning Team Leader, you will own the online monitor of our Mexico queues, lead the team through crisis moments as the decision-maker on the ground, and make sure our agents get fast, reliable support on the processes they rely on every day.

This is a hands-on leadership role. You will lead the OCC Xpeers, step in on the front line when SLAs are at risk or an incident hits, and make high-pressure calls without waiting for direction, including sometimes outside regular hours due to on-call needs of crisis management. You will also own the day-to-day execution of core agent-facing processes (for example payroll, lunch changes, shift swaps and BDX updates).

We are looking for someone who does not just execute. The problem in the queues today won't be the one we see tomorrow, so you'll need to think critically, read the data, and come up with solutions that may not exist yet. You'll help the team move from reacting after a breach to acting before one, and you'll work closely with Planning, CX Alliance squads, BPOs, Ops Defense, Social Media and Product/Tech teams.

Responsibilities

Online monitor and SLA management:

• Lead the real-time monitoring of queues, SLAs, FRT, backlog and adherence across channels, making sure breaches are identified early and recovered quickly.

• Define and approve action plans (headcount moves, extra hours, BPO overtime, DIME live changes) and follow them until SLA is recovered.

• Validate and improve the automated SLA reports and monitoring tools, acting as the OCC voice in how they evolve.

• Give the team the analytical criteria to make decisions on their own, without waiting for Planning BAs or POPs to tell them how to move people.

Crisis and contingency management (front line of defense):

• Take the lead as first responder in crashes, tool failures and operational incidents, assessing impact on agents, SLAs and customers.

• Run the OCC crisis playbook: severity classification, escalation, communication in #mex-911 and dedicated channels, and activation of contingency measures (such as contingency messages and mass chat closure).

• Expand OCC's reading of a crisis to reputational and customer impact, using Ops Defense, Social Media and CX data (for example contact rates and customer impact) to give a complete picture to leadership.

• Be available in crisis moments, including outside regular hours, to take decisions and guide the OCC team toward faster solutions.

• Coordinate with BPOs, CX leads and Alliance teams, and run post-incident reviews and continuous improvements to the playbooks, OCP and BCP.

Agent support and process execution:

• Own the execution of the operational processes OCC sustains: live DIME changes, schedule and lunch changes, holiday swaps, medical leave, BDX updates, transfers, overtime and Xhrs requests, payroll and agent questions.

• Make sure Xpeers get timely, correct answers and that blockers are removed quickly.

• Give feedback to Planning BAs and POPs on pain points, and help test and roll out process changes, automations and new tools helping the planning team to build the long term execution.

• Keep process documentation and governance current.

People leadership:

• Lead, coach and develop the OCC Xpeers, setting clear expectations, giving regular feedback and keeping the team engaged, motivated and aligned with priorities.

• Build a succession and talent development pipeline, shifting the team culture from pure execution to critical thinking and ownership.

• Manage coverage and scheduling of the team to guarantee monitoring and crisis readiness.

Stakeholders and continuous improvement:

• Partner with Planning, CX Alliance squad leads, BPOs, Ops Defense, Product and Tech to address operational risks and scale best practices.

• Report operational KPIs (SLA, productivity, backlog, QA, DIME quality) and turn the data into action plans and roadmaps for OCC.

• Negotiate and influence stakeholders to make quick decisions during SLA risk or crisis.

We are looking for a person who has

Required:

• Advanced English, written and spoken.

• Strong communication skills and the ability to collaborate with stakeholders from diverse backgrounds and cultures.

• Solid leadership, decision-making and risk management capabilities.

• Proven ability to negotiate with and influence stakeholders.

• Experience managing operational metrics, with a strong understanding of operational KPIs (SLA, productivity, backlog, QA).

• Experience building, maintaining and improving operational processes.

• Ability to analyze data and drive action plans from it.

• Ability to deal with pressure in crisis moments.

• Availability in crisis moments to take the front line and guide the OCC team toward a faster solution.

Nice to have:

• Experience with SQL for operational data analysis.

• Experience in CX or support operational environments.

• Experience with workforce management (WFM) tools and real-time monitoring (for example Grafana, Twilio Flex).

• Experience with business continuity or incident management frameworks.

Our recruitment process may involve the use of artificial intelligence–enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.

To maintain a consistent and fair process for every candidate, Nu does not provide individualized technical feedback. See how our policy works here