Overview

　　This role is hybrid and will require 2-3 days in office per week

　　Intuit's Small Business and Self-Employed Group (SBSEG) is committed to creating tools and services that dramatically increase a Small Business' ability to manage their cash flow. The Risk Operations team supports SBSEG by protecting Intuit and our Small Business Customers from financial losses resulting from fraud or credit risk.

　　If you're a highly motivated, driven leader with an operations mindset and risk mitigation experience, we need you to lead a fraud operations team within the Account Risk Management department. This team operates on the front line against fraud risk, using extensive research, analysis, and customer empathy to set appropriate guardrails, driving decisions that significantly impact both our customers and Intuit. If you are passionate about enabling small businesses, driving operational rigor, fraud investigation, and risk management, come join us!

　　What you'll bring

　　2-3 years managing a high performing team in a fintech, payment processing, lending, or online banking operations organization, with experience in fraud and risk management.A coach that loves developing people, embraces empowerment, accountability, and a high-performance culture creating a team that is constantly seeking new ways to deliver value and a better customer experience. You have a track record of identifying and developing exceptional talent to build high performing, highly engaged teams. Strong project management rigor with the ability to prioritize and drive cross-functional initiativesExcellent communication skills, including business writing and presentations. Uses data to create and tell a story that motivates, inspires, and ultimately galvanizes others to create and then implement innovative, and best in class improvements.Acts as a calming positive influence within their team and across Account Risk ManagementDemonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels.Collaborative, reliable, highly analytical partner with an ability to make data-driven decisions and to translate identified opportunities into actionable plans. Demonstrated ability to expertly lead cross functional projects, and to guide the organization through change.Possess a bias for action and will ensure smart plans are in place to keep all KPIs in the green.Advanced computer/ Internet navigation skills to use a variety of proprietary systems, investigative programs, and operate CRMs quickly and effectively.Process Excellence mindset, with experience leveraging process excellence tool sets and frameworks (e.g., LEAN Six Sigma, TQM, Business Process Management).Possesses a high level of intellectual curiosity focused on identifying the root cause of problems to generate results and exhibiting the highest personal and professional standards of integrity and ethics.Strong money movement domain expertise, including any of the following areas: fintech, payments, lending, or bankingCFE certification is highly desired

　　How you will lead

　　The ideal candidate will have a background in fraud investigation, risk management, and operating in a regulated environment necessary for large-scale money movement.

　　Leadership: Manage a team of front-line fraud analysts to achieve business goals and effectively manage compliance, fraud, credit, and reputational risk. Coach, develop, and mentor. Develop high performing teams by understanding and facilitating team dynamics, recognizing, and developing great talent, recommending and implementing process improvements, and ensuring you have an engaged team. Always lead by example.Customer: Monitor customer experience to identify and drive improvements in processes and systems leading to better customer outcomes. Serve as an escalation point on complex customer issues to ensure empathetic, accurate, fair, and efficient resolutions while containing risk.Operations: Ensure productivity and service level KPIs are met. Identify risks and operational needs in new policies or product features, and work to ensure risks are contained, effectively mitigated, or removed prior to launch. Actively monitor, analyze, and report on the effectiveness of your team's performance. Develop plans to address risks and/or risk themes, and report on outcomes. Ensure process and risk treatment consistency.Collaboration: Serve as a liaison for your team. Collaborate with leaders across the organization to learn about new risks, capitalize on new opportunities, remove roadblocks, and ensure effective execution to meet all KPIs.Continuous improvement: Create structure and routinely assess processes for improvement opportunities. Champion improvements necessary to completely revamp or refine processes and systems. Ensure effective change management principles are applied. Use quantitative and qualitative data to measure impact and outcomes. Lead or participate in initiatives utilizing project management rigor.Change Management: Active development of future state vision for your team. Be a change champion to ensure readiness for our declared future state by mobilizing and readying our talent, defining, and documenting system needs, working with partners to ensure they are ready, etc.Upon our return to the office hybrid environment this role will require coming into the office 2-3 times a week and working from home the remaining days. This is subject to change. In additional there may be a required ~5-10% travel to other sites.