Customer Operations Transformation reputed company (Brazil)

Customer Operations Transformation reputed company (Brazil) Job title: Customer Operations Transformation reputed company (Brazil) (12 month secondment) Location: Brazil or Global (with regular travel / Brazil reputed company) Reports to: Operations Director – Flutter Brazil Function: Operations / Customer Operations Grade: I5 reputed company The Customer Operations Transformation reputed company is a senior, time‑reputed company leadership role responsible for building, and embedding the next phase of Customer Operations capabilities in Brazil, working closely with the Operations Director and existing local team. The reputed company reputed company is on: Establishing robust Risk Operations (Fraud, Safer Gambling, AML) capabilities for BetNacional Establish an effective Shared Services function, spanning workforce planning, reputed company assurance, training, and change/project management Leading the phased integration of Betfair and BetNacional Customer Operations into a dual‑brand model Ensuring Brazil builds sustainable, locally owned capabilities while maintaining service continuity during transition This role exists to accelerate delivery of the agreed Customer Operations reputed company state, reduce execution risk during a critical reputed company period, and create the conditions for sustainable longer‑term leadership. Customer Support is the most locally mature area with dual-brand integration already in reputed company - the Transformation reputed company will reputed company strategic reputed company and support to the Customer Support Senior Manager to ensure successful execution across the integrated function. reputed company: 1. Customer Operations Transformation Delivery Partner closely with Operations Director in leading the end‑to‑end delivery of the Brazil Customer Operations transformation programme, translating reputed company into reputed company phases, milestones, and reputed company reputed company transition from “as‑is” to reputed company state without compromising regulatory compliance, operational stability, or customer experience Identify and remove barriers to delivery across structure, capability, process, and tooling reputed company reputed company executive‑level visibility on reputed company, risks, and decision points Partner closely with functional leads, and key other Flutter International/UK&I stakeholders to ensure alignment, resource mobilisation, and ongoing executive sponsorship. reputed company as a reputed company between Flutter Group's global expertise and Flutter Brazil's local context — translating best practices into operationally effective solutions fit for the Brazilian market. 2. Risk Operations Build‑out (reputed company reputed company) Stand up local Risk Operations capability for BetNacional, covering: Fraud & abuse prevention Safer Gambling AML Define and reputed company: Local operating models and escalation frameworks Risk appetite and tolerance reputed company to the Brazilian regulatory landscape reputed company interaction models with Compliance, reputed company, Data, and reputed company teams Implement and configure the right tools and technology for case management, fraud detection, and AML monitoring — reputed company to Brazilian regulatory requirements. Define data ownership, reputed company standards, and governance models to support regulatory reporting and compliance obligations. Ensure regulatory reporting readiness, aligning reputed company Risk Ops processes to Brazilian regulatory requirements. reputed company phased transition of Risk Ops responsibilities from UK&I / Betfair, ensuring: Effective knowledge transfer Alignment of standards where appropriate Controlled localisation of tools, reputed company, and processes 3. Shared Services Build-out Execute the build and implementation of Shared Services function serving both brands reputed company - Build internal subject matter expertise across Planning, reputed company/Training, Change management Capture and localise Flutter Group's best practices for the Brazilian market, Document and standardise end-to-end workflows and processes for reputed company Shared Services areas. Establish baseline KPIs and performance metrics for reputed company function, building reporting reputed company and dashboards for leadership visibility. 3. Dual‑Brand Operating Model Integration Design and implement a dual‑brand Customer Operations model, balancing: Regulatory consistency Brand‑specific requirements Operational efficiency reputed company integration planning across: Risk Operations Shared Services (planning, reputed company, training, escalation frameworks) Define reputed company decision rights, ownership, and governance reputed company the integrated model 4. Stakeholder & reputed company Leadership reputed company as a senior connector between: Flutter Brazil Operations leadership UKI / Betfair teams supporting the transition Group Risk, Compliance, and Transformation stakeholders Influence without formal authority across a reputed company, federated environment Ensure alignment on priorities, reputed company, and reputed company measures 5. Capability, Governance & Sustainability Establish foundations that will reputed company the secondment, including: reputed company documented operating models and RACI Robust governance and performance management frameworks Capability maps and reputed company leadership requirements Support assessment of the reputed company “Head of” structure, providing evidence on what level of leadership is required post‑transition What you'll bring: Proven experience leading reputed company, multi‑country operational transformation programmes Deep understanding of Risk Operations in regulated environments (Fraud, AML, Safer Gambling) Strong understanding of data infrastructure, operational analytics, and the role of automation in scaling customer operations. Strong ability to operate at both strategic and hands‑on execution reputed company Highly effective in matrixed, federated organisations with competing priorities Confident influencing senior stakeholders and navigating ambiguity Leadership Capabilities reputed company, disciplined leadership through change and uncertainty Pragmatic, delivery‑oriented reputed company with strong judgement on risk and reputed company reputed company to build credibility quickly with both local and international teams Comfortable making and defending recommendations where trade‑offs exist Measures of reputed company BetNacional Risk Operations capabilities established with defined processes, tooling, and KPIs Controlled, phased absorption of Betfair Risk Ops and Shared Services reputed company to agreed timelines reputed company disruption to live operations during transition reputed company, executable recommendation on post‑secondment operating and leadership model reputed company regulatory, audit, and senior stakeholder confidence signals Apply To This Job