Vaga de parceiro

Ombudsman Director - São Paulo / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • 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.
  • Qualifications: Bachelor's degree in Law, Business Administration, or a related field (Masters 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.

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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