Fraud Operations Manager
NubankDigital Banking company
Mexico City, MexicoManager
Sequoia Capital
DST Global
Founders Fund
Citi
Goldman Sachs
Elizabeth Martinez de Marcano
Operations & Strategy
About the role
TL;DR
Lead fraud operations in Mexico, shifting from reactive to proactive fraud prevention.
- •As part of the CX Fraud vertical, you'll own the full Fraud Operations engine in Mexico, spanning both Internal and External Fraud Operations, and lead the shift from reactive defense to proactive, preventive protection for millions of Nu customers.
- •Key Responsibilities Own the end-to-end operational strategy for Internal and External Fraud Operations, aligning both sides to one mission, one roadmap, and one set of performance standards.
- •Design and evolve scalable operating models for investigations, disputes, chargebacks, identity security, and transaction fraud, with clear ownership, decision rights, and escalation paths across internal teams and BPO sites.
- •Lead a multi-layer organization of managers and leads, building rigorous performance-management frameworks and a governance rhythm that catches outliers early and drives coaching and course correction.
- •Drive continuous improvement using VOC, VOE, and data, prioritizing operational changes and championing AI
- •and automation-enabled ways of working.
- •Requirements Proven experience leading operations as a manager of managers, ideally across multiple teams or locations.
- •Strong track record using data to manage performance at scale, including operational health frameworks and backlog governance.
- •Hands-on experience managing outsourced/BPO operations: ramp, governance routines, and partner performance management.
- •Demonstrated ability to design and evolve operating models, including org design and role definition across internal and external teams.
Required skills
Project Management
Domain expertise
fintech
Benefits & perks
Chance of earning equity at Nu, Extended maternity and paternity leaves, Health and life insurance, Dental and Vision 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, 17 days of paid vacation with 25% vacation bonus, Gym partnership, Food card, Work-from-home Allowance, Parental Consultancy, Relocation Assistance Package, if applicable
Tech stack
PythonJavaScriptSQLNode.jsReactAWSGoogle CloudAzureDockerKubernetesGitLinuxJiraConfluenceFigmaPostmanSwaggerREST APIExcelWorkdayGreenhouseLeverMarketo