Backoffice Lead I

Experian — Brazil

Salary: Not disclosed · Schedule: Part-Time · Work model: On-site

Skills: Crisis Management, Data Analysis, Fraud Prevention, Leadership, Operational metrics, People Management

Job Description

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, and others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is that we celebrate yours. Experian's people-first, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.

Job Description

Job description

We are looking for a resilient, analytical leader with a strong focus on results to manage our monitoring and security desk in São Carlos. You will be responsible for guiding the team of agents in detecting anomalies in real-time, ensuring that service levels (SLA) and the quality of analyses maintain the Serasa Experian standard of excellence. If you possess inspiring leadership and a passion for operational efficiency, we want you on our team.

The Challenge

Your mission will be to lead the team on the front lines of data protection and identity validation. You will manage team performance in a dynamic environment, ensuring that decisions made by agents are fast and accurate, in addition to acting as a focal point for crisis situations and process improvement.

Profile we are looking for

  • Leadership and People Management: Ability to engage, train, and develop the team, promoting a culture of high performance and collaboration.

  • Strategic and Analytical Vision: Ability to interpret operational indicators to identify bottlenecks and propose improvements in monitoring workflows.

  • Decision Making under Pressure: Emotional balance and agility to make decisions in critical risk and fraud scenarios.

  • Assertive Communication: Ease in transitioning between technical operations and reporting to management levels.

  • Ownership and Continuous Improvement: Proactive attitude to optimize processes, always aiming for information security and desk efficiency.

Responsibilities

  • Direct management of the backoffice agent team (scheduling, performance, feedback, and development).

  • Ensure compliance with monitoring SLAs and the quality of identity validations.

  • Monitor volumes and productivity indicators in real-time.

  • Prepare management reports on trends and anomalies detected by the operation.

  • Act as an interface with technical areas to report incidents and suggest improvements to data capture tools.

Preferred Qualifications

  • Completed higher education in Exact Sciences, Technology, Administration, or Engineering.

  • Previous experience leading Fraud Prevention, Backoffice, or Real-time Monitoring teams.

  • Advanced command of operational indicators (SLAs, AHT, productivity).

  • Familiarity with data extraction and manipulation (SQL, Python, or data visualization tools such as Redash/Tableau/PowerBI).

Workplace

  • Model: On-site in São Carlos - SP.

  • Schedule: 6x1 (6 hours per day), with availability to work on weekends and holidays according to the schedule.

Qualifications

Qualifications

  • Office Suite

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

This listing was sourced from 4dayweek.io.

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