Operational Initiative · Scale
Contracting Infrastructure & Scale
4.7 million customers migrated. R$12.03B in collateralizable potential. Product scaled with zero downtime.
Itaú Unibanco · Collateral · 2024–2025 · Senior PM · Contracting Squad
Product scale
The Contracting squad challenge
Fully redesign the Collateral contracting flow — eligibility, collateral selection, processing and settlement — on a live product with 1.6 million users, without service interruption and across multiple squads dependent on our deliveries.
Key deliveries
VQ → NPC Migration
4.7 million customers migrated with zero downtime. Previously, every step required interruption affecting 50% of weekly contracting volume.
New Collateral Selection
Customers can now choose between savings and checking account as collateral — a unique market differentiator. Unlocked R$800M in additional potential.
Issuance via Multi-Card
4 million dormant cards now enable credit functionality through Collateral without issuing new plastic.
Issuance Pilot
441 contracts and R$65,482 in collateralized volume in under 24 hours. Average ticket: R$148.50.
Eligibility Quick Win
~40% of customers received unexplained denials. Implemented return of ineligibility reasons, increasing transparency and conversion.
Fraud Block List
Created a block list inside the eligibility engine, preventing fraudsters across both increase and issuance flows.
Process & tools
Prioritization Matrix
25+ initiatives evaluated by value, complexity, OKRs, interdependencies and category (Strategic/Sustaining/Debt). Weighted scoring made decisions auditable.
Miro Board
Discovery and Delivery separated with visual roadmap, sprint objectives, backlog, retros and KPIs — full visibility on outputs and outcomes.
Story Points
Scoring sheet with effort (1–5) and complexity (1–5) criteria for frontend and backend. Eliminated individual bias in estimation.
Data & KPIs
SQL and Power BI to monitor conversion, approval, SLA, MTTR and cost-to-serve. Feature lead time -56.7% and story lead time -77.9% vs baseline.
Outcomes
Combined impact
- 50% of weekly contracts that were interrupted → zero interruptions after migration.
- 4 million dormant cards turned into active customers without issuance cost.
- -40% in incident-response time to close tickets via Observability automation.
- First limit increase via Cofrinhos shipped with full end-to-end flow.
Key operating principles
Scale requires decision architecture
With 1.6M users, every change needs migration, rollback and monitoring plans.
Growth starts by removing friction
The Eligibility Quick Win showed that transparency raises conversion more than campaigns.
Process is competitive advantage
The prioritization matrix and Miro board cut lead time by more than 50%.
Incremental innovation compounds exponentially
Each delivery unlocked the next — from Cofrinhos to multi-cards to new collateral sources.
Communicate impact continuously
Big numbers need clear narrative to drive organizational change.