Director of Operations

Position Overview

We're seeking a dynamic and strategic Director of Operations to lead a centralised team that drives operational maturity, reliability, and efficiency across the different ventures of the company.

We are entering a major transformation phase in 2026, with a strategic mandate to automate and modernize our global operations. The Director of Operations will play a central role in redesigning how we operate, leading a multi‑disciplinary team across Customer Support, Customer Due Diligence and Business Delivery. This is a high‑impact leadership role for someone who thrives in fast‑moving environments and wants to build the operational engine of a scalable global business

The ideal candidate will combine visionary leadership with hands-on execution to drive automation across all of Operations, whilst fostering a high-performance culture across all teams. You will be responsible for defining the vision, strategy, and execution roadmap for operational excellence at scale.

With the help of the supporting resources made available to you, and through your knowledge and experience, you are expected to make the best use of data and technology available to efficiently manage workloads and mitigate fraud whilst minimising the impact on customer customer experience.

Key Responsibilities

Operational Excellence & Business Delivery

• Champion customer operations and foster a culture of service excellence.

• Provide clear vision, structure, and leadership to align and motivate teams.

• Optimize processes and tools using data-driven insights to enhance efficiency and customer satisfaction.

• Own the roadmap for customer support systems and oversee administration teams.

• Establish a performance-driven culture through KPIs, reviews, and proactive improvements.

• Lead cross-functional projects to improve operational workflows and customer experience.

Customer Due Diligence

• Ensure all risk-related processes are documented, clear, and regularly updated.

• Collaborate with Compliance to stay ahead of regulatory changes and embed them into operations.

• Partner with VIP and Customer Service teams to improve customer experience in risk-sensitive areas (AML, KYC, SOF).

• Monitor emerging risk trends and adjust strategies accordingly.

• Own and evolve the fraud prevention strategy to mitigate threats and reduce chargebacks.

• Work with Data teams to automate fraud detection and prevention processes.

• Research and implement innovative fraud prevention technologies.

• Prioritize team efforts based on current fraud trends and business impact.

Leadership & Strategic Execution

• Drive operational excellence through strategic planning and execution.

• Foster collaboration across Compliance, Legal, Finance, and Customer Service teams.

• Report on performance metrics and implement continuous improvement initiatives.

• Vendor management, particularly for BPOs, KYC providers, fraud tools etc

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Requirements

• Strong leadership and team-building skills.

• Expertise in operational optimisation, risk management, and fraud prevention.

• Data-driven decision-making and process automation experience.

• Excellent communication and stakeholder management.

• 8+ years in operations leadership with focus on risk and customer operations.

• Proven track record in implementing compliance and fraud prevention strategies.

• Experience in automation would be highly desirable too.

Why Work With Us?

At Confidencial (Apenas para Cadastrados), we’re not just about work - we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Confidencial (Apenas para Cadastrados) a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). We offer:

• Competitive Salary & Benefits

• Growth & Development Opportunities

• Creative and Collaborative Environment

Confidencial (Apenas para Cadastrados) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.