Ombudsman / Ouvidor

VelaFi; São Paulo; Presencial; BRL 180 000 - 250 000; Tempo integral

Resumo da oferta

VelaFi Brazil is seeking an experienced Ombudsman to manage the mandatory ouvidoria for our regulated VASP entity under Brazilian regulations. This role acts as a second-instance escalation mechanism, independently championing client rights and reporting systemic insights to top management.

Based in Brazil, you will engage with cross-functional teams, handle complex complaints, and ensure timely regulatory reporting.

Qualificações

• Experience in client advocacy, ombudsman, legal, or regulatory compliance within financial services or crypto.
• Solid knowledge of consumer law and related regulatory frameworks in Brazil.
• Fluent Portuguese with professional English preferred.

Responsabilidades

• Receive, register, and resolve complex client complaints escalated within required regulatory timeframes.
• Act as an independent mediator between clients and internal teams to ensure fair outcomes.
• Conduct root-cause analysis to identify recurring issues and suggest corrective actions to senior leadership.
• Prepare periodic ombudsman reports detailing volume, resolution metrics, and regulatory filings.

Conhecimentos

Client Advocacy

Ombudsman

Regulatory Compliance

Legal

Descrição da oferta de emprego

At VelaFi, we're building the future of global financial infrastructure. As a stablecoin-powered platform, we help businesses move money across borders faster, more securely, and more efficiently by connecting local banking rails, global payment networks, and leading stablecoin ecosystems through regulated entities across Latin America, Asia, and the United States.

Our mission extends beyond payments—we are creating the infrastructure that enables businesses to operate confidently in an increasingly connected world. By combining innovative technology with regulatory excellence, we simplify complex global financial operations while maintaining the highest standards of compliance, security, and reliability.

Position Overview

VelaFi Brazil is looking for a qualified Ombudsman (Ouvidor) to manage the mandatory Ouvidoria structure for our regulated VASP entity under Resolution BCB No. 552/2025, Resolution BCB No. 28/2021, and CMN Resolution No. 4,860/2020.

Serving as the second-instance escalation mechanism, the Ombudsman acts independently from operational and sales teams, championing client rights and reporting systemic insights directly to top management.

Location

Candidates must reside in Brazil and be legally authorized to work in the country. Periodic travel within Brazil and internationally may be required.

Key Responsibilities

• Second-Instance Complaints: Receive, register, and resolve complex client complaints escalated from standard customer service (SAC) within mandatory BCB resolution timeframes.
• Independent Mediation: Act as an impartial mediator between clients and internal operational units.
• Root-Cause Analysis: Identify recurring operational failures or systemic compliance risks and recommend corrective action plans to executive leadership.
• BCB & Board Reporting: Prepare periodic Ombudsman reports Relatório de Ouvidoria detailing complaint volume, resolution metrics, and root cause analyses for internal governance and BCB regulatory filings.

Qualifications

• Experience: Proven background in Client Advocacy, Ombudsman (Ouvidoria), Legal, or Regulatory Compliance within BCB-regulated financial institutions, payments, or crypto platforms.
• Consumer Law: Solid working knowledge of the Brazilian Consumer Defense Code (Código de Defesa do Consumidor - CDC) and BCB Ouvidoria regulations.
• Languages: Fluent Portuguese (mandatory) and professional working English (preferred).

Desired Competencies

• Regulatory Compliance & Dispute Resolution: Deep understanding of BCB consumer protection frameworks, Resolution BCB 28/2021, CMN 4,860/2020, and the Brazilian Consumer Defense Code CDC.
• Executive Presence: Ability to act as an autonomous authority, presenting independent semi-annual Ombudsman reports Relatórios de Ouvidoria to the Board of Directors and BCB examiners.
• Strong Analytical & Root-Cause Analysis Skills: Capability to analyze complaint data, identify recurring product/operational bottlenecks, and drive structural recommendations.
• High Accountability & Ownership: Strong commitment to meeting strict regulatory response deadlines (BCB SLA requirements) and managing regulatory exposure.
• Cross-Functional Collaboration & Mediation: Proven ability to liaise neutrally between aggrieved customers, internal business lines, Legal, Compliance, and Operations teams.
• Ability to build scalable dispute resolution infrastructure: Capacity to design and scale second-instance ticketing systems, automated SLA tracking, and complaint reporting workflows tailored for fast-growing financial platforms.

Nice to Have

• Fintech & Cross-Border Experience: Background handling complex customer grievances related to international wire transfers, eFX exchange rates, Pix transactions, or digital asset settlements.
• BACEN Reporting Exposure: Prior experience inputting data into or submitting regulatory complaint reports through official BCB reporting portals (Unifoco/RDR).
• Legal/Regulatory Background: Formal education or background in Legal, Consumer Law, or Compliance within regulated financial institutions (IPs/SDFs/VASPs) in Brasil.

Regulatory Requirements (Brazil VASP)

Candidates selected for this position must be eligible to satisfy applicable Brazilian regulatory requirements, including:

• Be legally authorized to reside and work in Brazil.
• Possess the qualifications, experience, and professional competence required to perform executive responsibilities.
• Hold any professional registrations or licenses required under Brazilian law to perform the responsibilities of the position, where applicable.
• Successfully complete background checks and regulatory due diligence.
• Be eligible to serve as an executive of a regulated financial institution under applicable Brazilian laws.
• Have no disqualifying criminal convictions, financial crimes, or regulatory restrictions that would prevent appointment.
• Not have been declared bankrupt or legally insolvent.
• Not have been suspended or prohibited from serving as an executive of regulated financial institutions.
• Meet any additional "fit and proper" requirements established by the Central Bank of Brazil (BACEN) and other applicable regulatory authorities.

VelaFi is proud to be an Equal Opportunity Employer. We are committed to fostering a diverse, inclusive, and respectful workplace where everyone has the opportunity to thrive. We make employment decisions based on qualifications, merit, and business needs, and do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.