Ombudsman Statutory Director
Job description
Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences. Position Overview Paysafe is seeking an experienced and highly independent Ombudsman Statutory Director based in Brazil to support its regulated Brazilian business. Reporting to the Senior Legal Counsel, the successful candidate will act as both the statutory Director responsible for the Ombudsman function and the appointed Ombudsman, ensuring compliance with applicable regulatory requirements and maintaining an effective, independent, and customer-focused complaint resolution framework. This role combines regulatory oversight, governance responsibilities, customer protection, complaint management, and Board-level reporting. The successful candidate will serve as a key independent control function within the organization and act as a primary point of contact for matters relating to escalated customer complaints, conduct risk, and Ombudsman-related regulatory obligations. Key Responsibilities 1. Ombudsman & Complaint Resolution- Independently review, investigate and resolve escalated and unresolved customer complaints.
- Ensure all 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 that all Ombudsman activities comply with applicable legal and regulatory requirements.
- 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 throughout the organization.
- Serve as a senior escalation point for Ombudsman-related regulatory and governance matters.
- 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.
- Prepare and present periodic reports to senior management, the Board of Directors and relevant committees.
- Report on:
- 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.
- 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.
- Work collaboratively with Legal, Compliance, Risk, Operations, Customer Experience and Product teams.
- Gather relevant information required 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.
- Exceptional judgment and decision-making skills.
- Strong independence and ability to challenge business decisions when required.
- High level of integrity, professionalism and ethical conduct.
- Strong governance and regulatory mindset.
- Excellent analytical, investigative and problem-solving skills.
- Outstanding written and verbal communication skills.
- Strong stakeholder engagement and influencing capabilities.
- Ability to communicate effectively with senior management, regulators and Board members.
- Bachelor’s degree in law, Business Administration, Finance, Public Policy or a related discipline.
- Advanced degree or relevant professional qualifications preferred.
- 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 is considered an asset.
Bachelor's degree in law, business, finance, or related; 4+ years relevant experience in ombudsman, compliance, legal, or consumer protection; Ombudsman certification or ability to obtain; fluent Portuguese and English; strong regulatory and governance skills.
Key Responsibilities
- resolving complaints
- ensuring compliance
- reporting to board
Job Details
- Category: Legal and Compliance
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Brazil
- Languages: Portuguese, English
About Paysafe
A global payments platform powering the experience economy with card payments, digital wallets, and local payment methods. — Industry: Finance