Customer Excellence Coordinator - XPlead

Nubank; Bogotá; Híbrido; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

A leading digital banking platform is seeking a Customer Excellence Coordinator to enhance workforce management in Bogotá. The ideal candidate has a Bachelor's degree and experience in managing WFM processes, with advanced English proficiency and strong leadership skills. Join a dynamic team and contribute to providing outstanding customer experiences.

Servicios

Chance of earning equity at Nu

Extended maternity and paternity leaves

Health and life insurance

Mental health assistance program

Learning platform of courses

Language learning program

15 workdays vacation

Gym partnership

Work-from-home allowance

Parental consultancy

Formación

• Bachelor's degree in relevant field.
• At least experience in similar positions managing WFM process.
• Advanced level of English required.
• Experience with analysis and problem-solving methodologies.
• Proven leadership skills in managing multidisciplinary teams.

Responsabilidades

• Lead HC Planning and improve work force management.
• Monitor the operation in real-time.
• Enhance real-time monitoring with automation.
• Manage the WFM team and ensure effective communication.
• Develop comprehensive roadmaps within the WFM ecosystem.
• Build relationships with global stakeholders.
• Motivate and ensure team engagement and development.

Conocimientos

Management of WFM process

Advanced English

Domain analysis

Leadership of multidisciplinary teams

Decision making

Negotiation skills

Spreadsheet proficiency

SQL

Python

Educación

Bachelor's degree

Herramientas

Lean Six Sigma

Descripción del empleo

About Us

Nu is the world’s largest digital banking platform outside of Asia, serving over 118 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.

Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. 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 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks. Learn more :https://international.nubank.com.br/careers/

Our Customer Excellence team

We are building a community of fanatical customers, and we do that by providing outstanding customer experience to everyone. Everything we do has our clients in the center of it - from the way we design our products to how we handle every customer interaction. We are building meaningful relationships with each of our clients, and that's why millions of Latin Americans love us.

We are always looking for the most innovative and creative professionals out there. If you are tired of bumping into the same solutions for old problems, we might as well be the next step of your career.

You can read more about it in our blog and get some insights into how we work.

As Customer Excellence Coordinator - XPlead, you're expected to:

• Lead HC Planning, maintaining and improving the work force management system to reach an optimal efficiency
• Monitor the operation in real time to take decisions in the short-term to improve the operation and be able to run critical situations into business continuity
• Improve the real time monitoring via automations
• Management and alignment of the WFM team, ensuring their communication and alignment within the action plans
• Lead the development of roadmaps to be implemented in the whole WFM ecosystem
• Create relationships with global stakeholders to be part of the conversation to develop a robust WFM Global Ecosystem
• Ensuring the engagement and motivation of the team, as well as their development, the construction of the succession pipeline

We are looking for a person who has:

• Bachelor's degree
• at least experience in similar positions:managing WFM process (mandatory)
• English level needed: Advanced
• Domain analysis and problem solving methodologies
• Leadership of multidisciplinary teams
• Ability to make decisions and take/measure risks
• Ability to negotiate and influence
• Spreadsheet, Datasets, Lean Six Sigma
• SQL ( Python is a plus)

The position is based in Bogotá, Colombia

Benefits

• Chance of earning equity at Nu
• 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
• Vacations of 15 workdays
• Gym partnership
• Work-from-home Allowance
• Parental Consultancy

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances, that’s why we build strong and diverse teams that rise up to the challenge. We are a team of the most creative people in technology, and we hire under equal opportunity, irrespective of gender, ethnicity, religion, sexual orientation or background. We are proud to say that 30% of our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At nu, everyone has the opportunity to speak up and participate, grow and share ideas.

Nubank continues to hire for all open roles, all interviewing and onboarding is done virtually. Everyone new to the team and our current staff will be working from home for 7-8 weeks and 1 at the office (Bogotá).