Overview

The Intuit Payments Risk Operations team protects both Intuit as well as our small business customers from financial losses resulting from fraud or credit risk of accepting payment transactions. The team operates in a dynamic environment and uses extensive research, analysis, and customer empathy to drive decisions that have a significant impact on both our customers and on Intuit.

The ideal Senior Manager candidate will encourage and lead front line Risk Ops Specialists and their teams to do the best work of their lives while protecting Intuit and providing exceptional customer service through a fraud and financial risk lens while conducting extensive research and analysis to drive results. In addition, this role will be responsible for working cross functionally to define and implement best in class processes, drive continuous improvement, and maintain service levels during unexpected events.

What you'll bring

• Must have 5+ years of experience leading teams in a large scale Operations type organization as well as small business or Risk Management expertise

• An obsession with the customer experience

• An understanding of common business practices as well as payment transaction processing

• 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

• Advanced computer/ internet navigation skills in order to quickly and effectively use a variety of proprietary systems, investigative programs, and case management systems

• Strong analytical skills and the ability to quickly assess performance, identify opportunities, gain alignment, and implement solutions

• Exceptional emotional intelligence including strong self-awareness and as well as the ability to empathetically provide constructive feedback

• Demonstrated ability to use data and influence to drive change, to expertly lead cross functional projects, and to guide the organization through change

• Track record of identifying and developing exceptional talent to build high performing teams

• A collaborative leader, who communicates equally well with senior leaders, front-line employees, and cross-functional groups

• Bachelor's degree or equivalent relevant experience, and CFE/ACAMS or similar is a plus

How you will lead

• Provide leadership, coaching, and development for frontline risk operations teams to drive high performance, engagement, and career growth. Foster a culture of customer empathy, continuous improvement, and data-driven decision making

• Stay current on emerging fraud techniques, regulatory requirements, and industry best practices. Continuously evaluate and improve risk operations capabilities

• Partner cross-functionally to develop and optimize risk operations processes, policies, and procedures. Identify opportunities for automation, improved efficiency, and reduced risk exposure. Continually assess processes for improvement opportunities. Research and gather data to develop effective business cases to communicate why an improvement is necessary and the expected outcome of improvements

• Consistently provide and manage empathetic, accurate, and efficient resolutions to very complex and escalated customer issues with fostering a calming influence in tense or stressful situations and lead by teaching as well as role modeling the Intuit values and also provide clear direction and communication to maintain continuity of critical services

• Leverage performance metrics, KPIs, and dashboards to deliver key business outcomes such as customer-facing service levels, financial loss measures, and high levels of employee engagement. L Identify and address gaps. Use data to measure progress and declare success

• Promote speed, quality, and shared vision by getting the right people involved in decisions early and by being clear about roles and responsibilities

• Develop high performing teams by understanding and facilitating team dynamics, recognizing and developing great talent, recommending areas for improvement and ensuring consistency in thoughts and actions

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.