XManager Collection

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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 ourLeadership principlesinto 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.

Our Benefits

• Chance of earning equity at Nubank


• Extended maternity and paternity leaves


• Child care allowance


• Health and life insurance


• NuCare - Our mental health and wellness assistance program


• Nucleo - Our learning platform of courses


• NuLanguage - Our language learning program


• Holiday Bonus ("Aguinaldo") of 30 days of pay per year


• 15 days of paid vacation with 25% vacation bonus


• Gym partnership

Our Nu Way of Working

Our work model is hybrid and has cycles that can be from two to three months according to the business of ​​expertise. For every eight or twelve weeks of remote work, one will be at the office. Check more information here.

Diversity & Inclusion

At Nu, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting fantastic talent.