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