Global HR Service Delivery Manager

Nu is one of the largest digital financial platforms in the world, with more than 122 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.

Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.

Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. Visit our institutional page https://international.nubank.com.br/careers/

About the team
Lead and oversee the efficient delivery of HR services and operations across the organization. This role ensures that HR processes run seamlessly, employee inquiries are handled effectively, and service quality meets business and employee needs.

What we’re looking for

This role is responsible for leading across HR operations, stakeholder engagement, and data-driven decision-making, with a specific focus on building scalable processes, and driving continuous improvement in employee experience. Will act as a strategic partner to HR leadership, ensuring HR operations align with business priorities, compliance standards, and service excellence.

• Leading HR Service Delivery teams (e.g., Payroll, Travel, Stock Admin).

• Defining and monitoring SLAs, KPIs, and service quality standards.

• Driving process improvement and digital solutions to enhance efficiency.

• Managing escalations, ensuring timely and compliant resolution of employee issues.

• Partnering with HR Business Partners, CoEs, and business leaders to ensure seamless service delivery.

• Ensuring compliance with labor laws, data privacy, and company policies.

• Oversee day-to-day HR operations, assigning performance goals and assuring their completion.

• Delegate responsibilities to the best employees to perform them while enforcing all policies, procedures, standards, specifications, guidelines, training programs, and cultural values.

• Resolve internal staff conflicts efficiently and to the mutual benefit of those involved.

• Manage service delivery across multiple countries, ensuring standardization where possible, and balancing with local requirements.

• Ability to manage diverse teams and adapt to different cultural contexts.

• Vendor and external partner management across countries (e.g., payroll providers, travel vendors).

Requirements:

• Experience in HR Service Delivery / HR Operations with a proven track record of managing teams and large-scale HR processes.

• Strong knowledge of HR systems (e.g., Oracle, or similar) and ability to optimize digital tools.

• Excellent stakeholder management skills with the ability to partner across HR, business leaders, and external vendors across countries.

• Strong problem-solving mindset with experience leading process improvement initiatives.

• Ability to thrive in a fast-paced, matrixed environment, balancing multiple priorities and deadlines.

• Proven ability to deliver HR services with consistency, efficiency, and employee-centricity.

• Experience in multicountry HR operations (knowledge of local laws, tax, etc.).

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, or related field (Master’s degree preferred).

• 8+ years of HR experience, with at least 3+ years in HR operations/service delivery leadership roles.

• Prior experience managing shared service centers or HR service delivery in a multicountry or regional environment.

• Knowledge of labor law, compliance standards, and HR best practices in a regional or global context.

• Project management and change management skills (certifications a plus).

• Strong communication skills in English and Portuguese (Spanish a plus).

• Proficiency in data analysis and problem-solving methodologies.

• Expertise in leadership, decision-making, and risk management.

• Time management skills and operational metrics management experience.

• Experience creating and maintaining operational models.

• Experience working with third-party vendors to achieve operational goals.

Benefits

• Chance of earning equity at Nubank

• Food/ Meal Card (Vale-Refeição and/or Vale Alimentação)

• Public Transportation Commuting Benefit (Vale-Transporte)

• NuCare – Psychological, Financial and Legal Assistance Program

• Life Insurance

• Medical Plan

• Dental Plan

• NuLanguage – Language Course Program

• Nucleo - Our learning platform of courses

• Extended Parental Leave

• Daycare Allowance

• Parental Consultancy

• Work-from-home Allowance

• Gym Partnerships

• 30 days of paid vacation

• Relocation Assistance Package, if applicable

Work Model for this Role

Hybrid 2-3 times/week: Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit https://building.nubank.com/nu-hybrid-work-model/