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Risk Management Operations Leader
2 months ago
Intuit's Small Business and Self-Employed Group (SBSEG) is dedicated to developing tools and services that significantly enhance a small business's capacity to manage their cash flow effectively. The Risk Operations team plays a crucial role in safeguarding both Intuit and our small business clients from financial losses due to fraud or credit risk.
We are seeking a dynamic and results-oriented leader with a strong operational focus and expertise in risk mitigation to oversee a Collections operations team within the Risk Operations division. This team is at the forefront, managing non-sufficient funds (NSF) cases while making critical decisions that have a substantial impact on our customers and the organization. If you have a passion for empowering small businesses, ensuring operational excellence, leading a collections team, and managing risk, this role is designed for you.
Key ResponsibilitiesThe ideal candidate will possess a solid background in collections processes, comprehensive knowledge of the Fair Debt Collection Act (FDCA), and experience operating within a regulated environment essential for large-scale financial transactions.
- Leadership: Direct and supervise the daily activities of a team of analysts to meet business objectives and effectively manage collection accounts, fraud, and reputational risk. Mentor and cultivate high-performing teams by understanding team dynamics, recognizing and nurturing talent, recommending and implementing process enhancements, and ensuring team engagement. Always set a positive example.
- Customer Focus: Evaluate customer experiences to identify and implement improvements in processes and systems that lead to enhanced customer outcomes. Act as an escalation point for complex customer issues to guarantee empathetic, accurate, fair, and efficient resolutions while managing risk.
- Operational Excellence: Ensure that productivity and service level KPIs are consistently met. Identify risks and operational requirements in new policies or product features, and work to ensure that risks are effectively contained, mitigated, or eliminated prior to implementation. Continuously monitor, analyze, and report on your team's performance. Develop strategies to address risks and/or risk trends, and report on results. Ensure consistency in process and risk management.
- Collaboration: Act as a liaison for your team. Work closely with leaders across the organization to identify new risks, seize opportunities, eliminate obstacles, and ensure effective execution to achieve all KPIs.
- Continuous Improvement: Establish structure and regularly assess processes for opportunities for enhancement. Advocate for necessary improvements to completely overhaul or refine processes and systems. Ensure that effective change management principles are applied. Utilize both quantitative and qualitative data to measure impact and outcomes. Lead or participate in initiatives employing project management rigor.
- Change Management: Actively develop a future state vision for your team. Be a change advocate to ensure readiness for the defined future state by mobilizing and preparing talent, defining and documenting system requirements, and collaborating with partners to ensure their preparedness.
This position will require a hybrid work model, with in-office attendance expected 2-3 times a week and remote work for the remaining days. Additionally, there may be a requirement for occasional travel to other sites.
Minimum Qualifications- 2-3 years of experience managing a high-performing team in Collection Recovery, Payment Processing, or banking operations, with expertise in fraud, risk management, ACH, and NACHA banking regulations. Previous experience in a legal context with a focus on UCC liens, levies, and bankruptcies is preferred.
- A mentor who is passionate about developing talent, embraces empowerment, accountability, and a high-performance culture, fostering a team that continually seeks innovative ways to deliver value and enhance customer experience.
- Strong project management skills with the ability to prioritize and drive cross-functional initiatives.
- Exceptional communication abilities, including business writing and presentations. Utilizes data to craft compelling narratives that motivate, inspire, and galvanize others to implement innovative, best-in-class improvements.
- Acts as a calming, positive influence within the team and across Risk Operations.
- Demonstrated capability to work in a matrix environment and the ability to influence and build strong partnerships at all levels.
- Collaborative, reliable, and highly analytical partner with the ability to make data-driven decisions and translate identified opportunities into actionable plans.
- Possesses a proactive approach and ensures that effective plans are in place to maintain all KPIs in a positive state.
- Advanced computer and internet navigation skills to utilize various proprietary systems and investigative programs efficiently. Proficient in Outlook, Google, QuickBooks, Tableau, and Slack.
- Process Excellence mindset, with experience leveraging process excellence tools and frameworks.
- Exhibits a high level of intellectual curiosity focused on identifying root causes of issues to drive results while maintaining the highest standards of integrity and ethics.
- Strong expertise in money movement domains, including fintech, payments, lending, and/or banking.
