Andressa Benvindo.

Ombudsman Director

• Sao Paulo Brazil
• COMPETITIVE

Global operator leader in Gaming Technology is currently looking for an experienced Ombudsman Director to join their very exciting international team in a hybrid role in Sao Paulo The Role: The Ombudsman Director is responsible for overseeing the ombudsman operations within the company in Brazil, ensuring that customer complaints and disputes are handled fairly, promptly, and effectively. This role involves managing a team of ombudsman staff, coordinating with external law firms, developing and implementing policies and procedures, and serving as a liaison between customers, the company, and regulatory bodies. The role is critical in ensuring customer satisfaction and compliance with regulations, thus contributing to the overall success and integrity of the company. Key Responsibilities: Leadership and Management: Lead and manage the ombudsman team: Provide guidance, support, and professional development opportunities. Set clear goals and performance metrics: Ensure these are met. Foster a culture of fairness, transparency, and accountability: Within the team. Complaint Handling and Resolution: Oversee the investigation and resolution of customer complaints and disputes: Ensure efficient handling through clear and transparent procedures in accordance with company policies and regulatory requirements. Ensure all complaints are logged, tracked, and resolved within specified timeframes: Utilize appropriate systems. Develop and maintain a comprehensive complaint management system. Policy Development and Implementation: Develop, review, and update ombudsman policies and procedures: Ensure they remain current and effective. Train team members on policies and procedures: Ensure consistent adherence. Implement best practices: In complaint handling and dispute resolution. Stakeholder Engagement: Serve as the main point of contact for customers: Ensure their concerns are addressed and they are kept informed throughout the complaint resolution process. Liaise with internal departments: Ensure complaints are resolved effectively and any systemic issues are identified and addressed. Work with regulatory bodies: Ensure compliance with relevant laws and regulations. Reporting and Analysis: Prepare regular reports on complaint trends, resolution times, and other key metrics: For senior management. Analyze data to identify patterns and root causes of complaints: Recommend improvements to products, services, and processes. Provide feedback to senior management: On customer satisfaction and areas for improvement. Compliance and Risk Management: Ensure compliance with all relevant regulations: Including those specific to the Brazilian market and international standards. Monitor changes in legislation and industry best practices: Ensure the company remains compliant. Identify and mitigate risks: Associated with complaint handling and dispute resolution. Customer Advocacy: Act as an independent and impartial advocate for customers: Ensure their voices are heard and their issues are addressed fairly. Promote a customer-centric approach across the company. Ensure the ombudsman function is seen as independent and impartial. Continuous Improvement: Stay informed about updates or changes to regulations: Adjust policies and procedures accordingly. Continuously seek ways to improve the ombudsman function: Enhance the customer experience. Implement feedback loops: Ensure lessons learned from complaints are used to improve products and services. Qualifications: Bachelor's degree: In Law, Business Administration, or a related field (Master’s degree preferred). Extensive experience: In a senior ombudsman or customer service role, preferably within the iGaming or a related industry. Strong understanding: Of Brazilian regulations and international standards in dispute resolution and customer protection. Excellent leadership, management, and interpersonal skills. Strong analytical and problem-solving abilities. Excellent written and verbal communication skills: In Portuguese and English. High level of integrity, impartiality, and professionalism. Skills: Strategic thinking: Ability to develop and implement effective policies and procedures. Proficiency in data analysis and reporting tools. Ability to handle complex and sensitive issues: With diplomacy and tact. Strong organizational skills: Ability to manage multiple priorities. Proficiency in customer service software and complaint management systems. Working Conditions: Office-based with some potential for remote work. May require occasional travel: Both within Brazil and internationally. Regular interaction with senior management, customers, and regulatory bodies.