Lead operational incident management involving Pix, SPI, DICT, banking partners, payment providers, and internal systems, including incident response, contingency planning, business continuity, root cause analysis, and operational governance.

Ensure operational adherence to Central Bank regulations, payment schemes, and internal compliance policies.

Coordinate dispute handling, refunds, chargebacks, MED processes, precautionary blocks, fraud prevention, and sensitive operational cases.

Lead payment operations across all payment products, including reconciliation, settlement, fund transfers, reversals, operational SLA management with banking partners, payment processors, technology vendors and third-party providers.

Support customer operations and critical escalations and regulatory channels, ensuring proper handling of sensitive complaints involving regulators 

Define and monitor operational KPIs, service performance metrics, and executive dashboards to support strategic decision-making and operational efficiency.

Work closely with Product, Engineering, Compliance, Risk, Legal, Finance, and CX teams to improve operational efficiency, scalability and customer experience.

Proven experience in fintech, digital banking and payment institutions

Strong knowledge of Pix, payment operations, digital accounts, reconciliation, settlement, customer operations and backoffice processes.

Experience managing operational incidents, SLAs, financial partners and third-party vendors.

Strong analytical and problem-solving skills with experience managing operational KPIs.

Knowledge of Central Bank regulated operations and payment ecosystem requirements.

Experience working cross-functionally with Product, Engineering, Compliance, Risk, Legal, Finance and Customer Support teams.

Hands-on, structured, resilient, and execution-oriented profile.

Strong communication and crisis management skills.

Lead the strategy for fraud prevention and detection across digital platforms and the PIX environment.

Act as a subject matter expert on regulatory requirements applicable to fintech and financial services.

Design, implement, and enhance anti-fraud frameworks, policies, and controls.

Drive continuous improvement initiatives for fraud detection systems and operational processes.

Collaborate closely with Technology, Product, Compliance, and Legal teams to deliver effective solutions.

Analyze data and metrics to identify fraud patterns, trends, and vulnerabilities.

Define and monitor KPIs related to fraud prevention and operational efficiency.

Manage third-party vendors and fraud prevention tools.

Lead, mentor, and develop the fraud prevention team.

Support internal and external audits and maintain relationships with regulators.

Strong experience in fraud prevention within financial services or fintech.

In-depth knowledge of regulatory and compliance frameworks.

Proven track record in implementing and improving anti-fraud systems and processes.

Experience with transaction monitoring, KYC, AML, and authentication tools.

Strong analytical and data-driven mindset.

Leadership and project management experience.

Advanced or fluent English (mandatory)

Support the Head of Compliance in interactions with the Banco Central do Brasil, including regulatory inspections, requests, and supervisory processes (e.g., DECON).

Act as a secondary point of contact for regulatory matters, ensuring continuity and consistency in communications with regulators.

Prepare, review, and coordinate responses to regulatory inquiries, audits, and information requests.

Interpret and operationalize regulatory requirements applicable to Payment Institutions, DTVMs, and similar entities.

Monitor regulatory developments and proactively assess impacts on the business.

Support licensing processes, filings, and regulatory submissions.

Assist in the development and maintenance of internal policies, procedures, and controls aligned with local regulations.

Work closely with Central Compliance, Legal, Risk, and Product teams to embed regulatory requirements into business operations.

Provide regulatory support and insights to internal stakeholders and senior management.

Ensure alignment with AML/CFT, KYC, and internal control frameworks.

Law degree (LL.B.) and qualification to practice law in Brazil.

Strong experience in regulatory compliance within financial institutions.

Experience interacting with the Banco Central do Brasil, preferably with exposure to supervisory processes (e.g., DECON).

Solid knowledge of the regulatory framework for Payment Institutions and DTVMs.

Familiarity with AML/CFT obligations and internal control structures.

Experience supporting regulatory submissions, audits, or supervisory reviews.

Strong analytical skills and attention to detail.

Excellent written and verbal communication skills.

Fluent English (mandatory).

Experience in fintech, digital assets, or regulated innovative products.

Previous exposure to regulatory inspections or remediation processes.

Postgraduate degree in Financial Regulation, Compliance, or related fields.

Monitor Pix transactions, availability, failures, rejections, refunds and operational disruptions on a daily basis.

Track operational and performance indicators such as transaction success rates, processing times, transaction volumes, complaints, refunds and fraud-related events.

Monitor system health, operational alerts, and payment processing anomalies.

Support operational incident management and escalation processes during critical events.

Act as Level 2 support for critical payment and operational cases escalated by Customer Support teams.

Investigate complex customer issues involving transactions, payment failures, refunds, reconciliation, and account-related incidents.

Serve as the operational intermediary between Customer Support and Technology teams.

Coordinate incident escalations and support crisis management during operational disruptions.

Work closely with Engineering teams to prioritize fixes, operational improvements and automation initiatives.

Support reconciliation and operational validation activities when required.

Experience in fintech, payment operations, customer operations, NOC, or digital banking environments.

Knowledge of Pix, payment flows, digital accounts, and financial operations.

Experience supporting operational incidents and customer escalations.

Strong analytical mindset and attention to detail.

Ability to work in fast-paced and high-pressure environments.

Familiarity with operational monitoring tools, ticketing systems, and incident management processes.

Strong communication and stakeholder management skills.

Hands-on and problem-solving oriented profile.

Bachelor’s degree in Computer Science, Engineering, or equivalent industry experience.

Experience building or integrating real-time payment systems (e.g., PIX) from design to production in a bank, fintech, payment institution or processor

6–8 years of experience across the full software development lifecycle, with some experience in technical leadership or mentorship. Strong focus on system architecture, with solid understanding of business context and infrastructure.

Ability to code in Java (Spring Boot), review code, and troubleshoot production issues directly

Solid experience with distributed systems, APIs, integrations, and critical payment flows

Experience in regulated or mission-critical financial environments

Professional proficiency in Portuguese and English

Bachelor’s or Master’s degree in Computer Science, Information Security, or related field.

10+ years of experience in cybersecurity and 2+ years in leadership, preferably in financial services, fintech, or crypto.

Demonstrated experience with cloud security, application security, and cryptography; solid knowledge of relevant security standards.

Proven track record managing security incidents, risk programs, and compliance frameworks; strong familiarity with Brazilian regulatory requirements (LGPD and crypto asset regulations).

Strategic thinker with the ability to translate business objectives into security requirements; excellent communication skills with demonstrated ability to influence across the organization and lead through crises.

Experience interacting with regulators, banks, or institutional partners is a plus.