Customer Operations Transformation Lead (Brazil)

Customer Operations Transformation Lead (Brazil)

Job title: Customer Operations Transformation Lead (Brazil) (12 month secondment)
Location: Brazil or Global (with regular travel / Brazil focus)
Reports to: Operations Director – Flutter Brazil
Function: Operations / Customer Operations
Grade: I5

Role Purpose
The Customer Operations Transformation Lead is a senior, time‑bound 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 primary focus is on:
Establishing robust Risk Operations (Fraud, Safer Gambling, AML) capabilities for BetNacional

Establish an effective Shared Services function, spanning workforce planning, quality 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 target state, reduce execution risk during a critical growth period, and create the conditions for sustainable longer‑term leadership.

Customer Support is the most locally mature area with dual-brand integration already in motion - the Transformation Lead will provide strategic oversight and support to the Customer Support Senior Manager to ensure successful execution across the integrated function.

What you'll do:
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 strategy into clear phases, milestones, and outcomes

Drive transition from “as‑is” to target state without compromising regulatory compliance, operational stability, or customer experience

Identify and remove barriers to delivery across structure, capability, process, and tooling

Provide clear executive‑level visibility on progress, 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.

Act as a bridge 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 (Primary Focus)
Stand up local Risk Operations capability for BetNacional, covering:
Fraud & abuse prevention

Safer Gambling

AML

Define and embed:
Local operating models and escalation frameworks

Risk appetite and tolerance aligned to the Brazilian regulatory landscape

Clear interaction models with Compliance, Legal, Data, and Commercial teams

Implement and configure the right tools and technology for case management, fraud detection, and AML monitoring — aligned to Brazilian regulatory requirements.

Define data ownership, quality standards, and governance models to support regulatory reporting and compliance obligations.

Ensure regulatory reporting readiness, aligning all Risk Ops processes to Brazilian regulatory requirements.

Lead phased transition of Risk Ops responsibilities from UK&I / Betfair, ensuring:
Effective knowledge transfer

Alignment of standards where appropriate

Controlled localisation of tools, thresholds, and processes

3. Shared Services Build-out
Execute the build and implementation of Shared Services function serving both brands efficiently - Build internal subject matter expertise across Planning, Quality/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 all Shared Services areas.

Establish baseline KPIs and performance metrics for each function, building reporting cadence 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

Lead integration planning across:
Risk Operations

Shared Services (planning, quality, training, escalation frameworks)

Define clear decision rights, ownership, and governance within the integrated model

4. Stakeholder & Matrix Leadership
Act 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 complex, federated environment

Ensure alignment on priorities, sequencing, and success measures

5. Capability, Governance & Sustainability
Establish foundations that will outlast the secondment, including:
Clearly documented operating models and RACI

Robust governance and performance management frameworks

Capability maps and future leadership requirements

Support assessment of the future “Head of” structure, providing evidence on what level of leadership is required post‑transition

What you'll bring:
Proven experience leading complex, 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 levels

Highly effective in matrixed, federated organisations with competing priorities

Confident influencing senior stakeholders and navigating ambiguity

Leadership Capabilities
Calm, disciplined leadership through change and uncertainty

Pragmatic, delivery‑oriented mindset with strong judgement on risk and sequencing

Able to build credibility quickly with both local and international teams

Comfortable making and defending recommendations where trade‑offs exist

Measures of Success
BetNacional Risk Operations capabilities established with defined processes, tooling, and KPIs

Controlled, phased absorption of Betfair Risk Ops and Shared Services aligned to agreed timelines

Minimal disruption to live operations during transition

Clear, executable recommendation on post‑secondment operating and leadership model

Positive regulatory, audit, and senior stakeholder confidence signals

Apply To This Job