Xplead - M2 - OCC Planning

ABOUT NU

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.

Visit our Institutional Page https://www.nu.com/2026-en

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