Head of Department

• Lead the Internal Audit function, assessing risks, internal controls, governance, and regulatory compliance
• Plan and conduct audits focused on banking operations, branches, lending, risk, technology, information security, and fraud prevention
• Assess risks and controls related to audits and regulations issued by the Central Bank of Brazil (Bacen)
• Oversee Technology Audits, including technology risks, information security, cybersecurity, and technology-related fraud
• Report findings, risks, and action plans to Senior Management and governance committees
• Lead the team and strengthen a risk-based Internal Audit function focused on value creation

Head of Internal Audit

• Build and operate production infrastructure in regulated environments
• Design and operate Kubernetes-based, multi-cloud architectures across AWS and GCP
• Implement Infrastructure as Code using Pulumi or Terraform
• Implement observability and incident response systems
• Take ownership of production systems
• Serve as a highly technical, hands-on infrastructure leader and Individual Contributor

Head of Infrastructure

• Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience
• Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions
• Recover overdue installment payments by proactively engaging customers and resolving billing-related issues
• Partner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balances
• Analyze the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams
• Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes
• Track and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
• Handle escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with business objectives
• Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards
• Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience
• Identify opportunities to automate retention processes and improve operational efficiency
• Take ownership of retention KPIs while testing and implementing initiatives that improve revenue recovery and reduce financial losses

Head of Department jobs in Brazil

Head of Internal Audit

Head of Infrastructure

Head of Retention