Ombudsman Statutory Director

Overview

The organization is seeking an experienced and highly independent Ombudsman Statutory Director based in Brazil to support its regulated Brazilian business. Reporting to Senior Legal Counsel, the role combines statutory Director responsibilities for the Ombudsman function before the Central Bank of Brazil and other relevant authorities with acting as the appointed Ombudsman.

This position ensures compliance with applicable regulatory requirements and maintains an effective, independent, and customer-focused complaint resolution framework. The role serves as a key independent control function, with accountability for regulatory obligations related to escalated customer complaints, conduct risk, and Ombudsman requirements.

Responsibilities

Ombudsman & Complaint Resolution

• Independently review, investigate, and resolve escalated and unresolved customer complaints.
• Ensure determinations are impartial, fair, objective, and supported by appropriate analysis and documentation.
• Issue clear, well-reasoned, and conclusive responses within applicable regulatory timelines.
• Manage complaints referred by regulatory authorities, consumer protection bodies, and other external stakeholders.
• Ensure all Ombudsman activities comply with applicable legal and regulatory requirements.

Statutory Director Responsibilities

• Act as the statutory Director responsible for the Ombudsman function before the Central Bank of Brazil and other relevant authorities.
• Ensure the effectiveness, independence, and proper governance of the Ombudsman framework.
• Maintain oversight of customer complaint management processes and associated control mechanisms.
• Promote a culture of customer protection, integrity, and regulatory compliance across the organization.
• Serve as a senior escalation point for Ombudsman-related regulatory and governance matters.

Governance, Risk & Regulatory Oversight

• Operate as an independent second-line oversight function.
• Identify systemic issues, conduct risks, customer detriment risks, and operational deficiencies arising from complaints.
• Escalate material risks, significant trends, and recurring issues to senior management and the Board of Directors.
• Provide recommendations for corrective actions and monitor implementation and effectiveness.
• Support regulatory examinations, audits, and inspections related to Ombudsman activities and customer protection matters.

Reporting & Board Engagement

• Prepare and present periodic reports to senior management, the Board of Directors, and relevant committees.
• Reporting topics include:
  • Complaint volumes and trends
  • Root causes and systemic issues
  • Emerging customer, conduct, and regulatory risks
  • Status of remediation initiatives
• Provide actionable recommendations to improve customer outcomes, products, services, and internal processes.
• Ensure appropriate management visibility and governance over customer-related risks.

Documentation & Compliance

• Maintain complete, accurate, and audit-ready complaint files and records.
• Ensure full traceability of investigations, decisions, and supporting documentation.
• Maintain records and evidence required by applicable regulations.
• Ensure ongoing compliance with all applicable regulatory requirements, including those imposed by the Central Bank of Brazil.

Stakeholder Management

• Collaborate with Legal, Compliance, Risk, Operations, Customer Experience, and Product teams.
• Gather relevant information needed for complaint investigations and reviews.
• Challenge business decisions constructively where customer protection, conduct, or regulatory concerns arise.
• Maintain independence while fostering effective cross-functional relationships.

Requirements

• Bachelor’s degree in law, Business Administration, Finance, Public Policy, or a related discipline.
• Minimum 4 years of relevant professional experience, including experience in one or more of the following areas:
  • Ombudsman functions
  • Regulatory compliance
  • Legal advisory
  • Consumer protection
  • Conduct risk
  • Financial crime risk management
  • Regulatory affairs
  • Dispute resolution, mediation, or investigations
• Experience within financial services, payments, banking, or fintech environments strongly preferred.
• Demonstrated experience interacting with regulators, senior management, and governance bodies.
• Strong understanding of customer complaint frameworks, consumer protection principles, governance structures, and regulatory expectations applicable to financial institutions.
• Ombudsman certification (e.g., FEBRABAN or Associação Brasileira de Ouvidores), or ability to obtain certification within the required timeframe.
• Fluent Portuguese and English required.
• Spanish considered an asset.

Preferred Qualifications

• Advanced degree or relevant professional qualifications.

Compensation & Benefits

• Compensation details are not provided in the job description.

Location

• Brazil

Equal Employment Opportunity

The organization provides equal employment opportunities to employees and applicants and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. Reasonable adjustments are available where needed.