About the team
You will have the opportunity to help reinforce Nubank's culture in Mexico, by setting the strategy and leading a team to execute on our mission of delighting and assisting our customers, helping the local team to continuously improve the customer journey and being part of the construction of an amazing local company that will bring a financial revolution in Mexico.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 MexicoXmanager leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice.
Context
It is only the beginning of Nubank’s journey in Mexico, we still have many challenges within our roadmap and customer experience is one of them. In the following months, we are expecting new product launches and continuous customers’ growth that requires us to build a stronger and more diverse team. With this we are upgrading our structure to support the launch of new products and focus excessively on improving the customer journey while increasing the % of outsourcing.
About the role
This position will be responsible for Quality/Hsat Governance, Contact Rate/FAQ/AR Governance and Headcount Planning/Training Governance.
Quality / Hsat Governance:
Determines the Quality targets and tools, ensuring that squads' teams follow the expected requirements and drive experience improvements in product, process, and team performance.
- Disseminate best practices among squads.
- Ensure tools and clear alignment of objectives.
- Ensures that minimums are clear for teams through communication and content management;
- Analysis of "Poor Service - Score 1" and run feedback loop of HSAT (BU Level)
Preparation of management reports comparing Quality/Hsat targets and actual . Provide visibility of main squads with opportunities.
Contact Rate / FAQ /AR:
Reducing structural customer demand for support
- Framework to Diagnosis Opportunities to Reduce CR: Provide visibility and gains on key opportunities to reduce contact rate on processes and products, providing strategic insights for the squad Proactive CX and Ops Mngt Xmanagers to proactively act on CR reduction.
- Create FAQ governance and ensure squads are following. Important points of governance:
- FAQ Deflection Rate (%)
- FAQ Topic Feedback: Positive feedbacks (%)
- FAQ Coverage: # of contact reasons with a FAQ related (%)
- Create AR governance and ensure squads are following. Important points of governance:
- AR satisfaction (MSAT 4+5) (%)
AR Deflection (%)
Training Governance:
Responsible for Training methodologies and tools.
- Disseminate best practices among squads.
- Management of onboarding training(Nubankers & BPOs), ensuring that training materials are up to date and following an established quality standard
- Manage training platform, ensuring tool usability, training curation
- Map and establish a training grid for the performance improvement of BPO and Internal Team
Map and establish a training grid for the development of soft and hard skills of the team.
Headcount Planning / Performance Management:
Responsible for defining and providing the necessary tools for squads to manage their SLAS and efficiency metrics (Adherence / time spent / Occupancy)
- Disseminate best practices among squads.
- Monitoring of the BU Operation's HC (Projected HC x Actual HC)
- HC sizing of the BUs, identifying opportunities in planning, in the assumptions used for WFM.
- Crash Governance: Provide visibility of severity, recurrence, implemented actions and SLA of product crashes
- Provide visibility of main squads with opportunities in SLAs and efficiency.
Preferred Qualification
- English level needed: [Advanced]
- 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.
Benefits
● Nubank equity● Health and life insurance● Food card● 17 days of paid vacation with 25% 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
