Ombudsman Manager

Description

Job Summary: As the Ombudsman Manager, you will oversee communication channels, develop your team, monitor customer feedback, ensure response quality, and identify opportunities to improve processes. Key Highlights: 1. Work in an environment that combines stability with continuous evolution. 2. Opportunity to learn, grow, and take ownership of your career. 3. Impact millions of people and contribute to the country's development. **About Bradesco** We believe in the power of trust—trust that brings people closer, guides them, and transforms their daily lives. Joining Bradesco means being part of a real transformation journey. It is an environment that combines the stability of decades of history with the constant forward-looking evolution of an organization always focused on the future. Here, you’ll find space to learn, grow, and take ownership of your professional path—with support, structure, and opportunities aligned with your development. More than working for a major institution, it’s about being part of a team that impacts millions of people, contributes to national development, and builds a more accessible and sustainable future for society—every single day. **About the Area** Ombudsman: Operates independently to analyze and address customer feedback—including complaints, suggestions, and unresolved requests from service channels. Acts as a mediator, ensuring transparency, impartiality, and regulatory compliance. Contributes to the continuous improvement of processes, products, and customer experiences based on direct customer insights. **Your Day-to-Day Responsibilities** As the Ombudsman Manager, you will work within the Channel Management area and your main responsibilities will include: * Collaborate with coordinators to develop, engage, and monitor your team—fostering professional growth and ensuring operational continuity. * Monitor the end-to-end flow of customer feedback—from complaint registration through final customer response and regulatory body evaluations. * Ensure response quality, effectiveness, and regulatory compliance for both customers and regulatory bodies—driving continuous process improvement. * Identify opportunities to enhance the customer service workflow and lead initiatives to optimize operational efficiency. * Build, monitor, and analyze departmental metrics—identifying root causes, trends, and improvement opportunities. * Generate actionable insights through data analysis to support strategic decision-making and action planning. * Maintain ongoing collaboration with departments such as Products, Commercial, Technology, and other stakeholders involved in handling customer requests. * Develop and present executive-level reports and metrics to senior leadership—providing analytical input and recommendations to advance Ombudsman outcomes. **Work Model** On-site Unit: Osasco\-SP **Profile We Seek** We value professionals who deeply understand customers, collaborate effectively, and transform knowledge into impactful results. Ideal candidates demonstrate ownership mindset, consistent execution, results orientation, continuous learning, knowledge sharing, and the ability to leverage technology to turn challenges into meaningful business solutions. **Requirements** * Bachelor’s degree in Administration, Engineering, or related fields * Strong experience in continuous improvement and process management * Proven experience in Ombudsman, Customer Experience, Regulatory Complaints, or related areas * Experience building and analyzing performance metrics * Experience delivering executive presentations to senior leadership * Experience operating in regulated environments Preferred qualifications include: * Knowledge of process improvement methodologies and project management frameworks **What You’ll Find Here** **Caring for You** · Health and dental insurance · Life insurance · Viva Bem: health, well-being, and quality-of-life program · TotalPass **Growing With You** · Bradesco Corporate University (Unibrad) · Educational partnership programs **Securing Your Future** · Profit-sharing or Bonus (subject to role eligibility) · Private pension plan · Special conditions on products and services · Fee Waiver: special conditions across various products and services **Supporting Your Life and Family** · Meal and food allowances · 13th-month food allowance · Childcare or babysitting assistance · 180-day maternity leave, with comprehensive prenatal and postpartum support · Extended paternity leave of 20 days · Optional commuter pass All thoughtfully designed to support your growth journey—balancing opportunity, security, and well-being. **Diversity** At Bradesco, diversity is both a value and a strategic priority. We are committed to building an inclusive workplace and a workforce that reflects the diversity of Brazilian society. Thus, we value individuals with diverse backgrounds and characteristics—including gender, race, sexual orientation, disability, age, and other dimensions of diversity. If you believe trust is the foundation for transformation, embrace challenges, and want to grow in an environment that evolves alongside you—this is where you belong. Join Bradesco!