Ombudsman Statutory Director at Paysafe in Sao Paulo

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. 2. 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 throughout the organization. Serve as a senior escalation point for Ombudsman-related regulatory and governance matters. 3. 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. 4. Reporting & Board Engagement 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. 5. 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