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Risk Management Operations Leader
2 months ago
Intuit's Small Business and Self-Employed Group (SBSEG) is dedicated to developing innovative tools and services that significantly enhance a Small Business' capability to oversee their cash flow. The Risk Operations division plays a crucial role in safeguarding both Intuit and our Small Business Clients from potential financial losses due to fraud or credit risks.
If you are an ambitious and results-oriented leader with a focus on operations and risk mitigation, we are looking for you to oversee a Collections operations team within the Risk Operations division. This team is at the forefront, managing Non-Sufficient Funds (NSF) while making decisions that have a substantial impact on our clients and Intuit. If you are enthusiastic about empowering small businesses, enforcing operational excellence, managing a collections team, and risk oversight, this position is for you.
Key ResponsibilitiesThe ideal candidate will possess a strong background in Collections processes, comprehensive knowledge of FDCA (Fair Debt Collection Act) risk management, and experience operating within a regulated environment essential for large-scale financial transactions.
- Leadership: Direct and supervise the daily functions of a team of analysts to meet business objectives and effectively manage collection accounts, fraud, and reputational risks. Mentor and cultivate high-performing teams by understanding team dynamics, recognizing and nurturing talent, suggesting and implementing process enhancements, and ensuring team engagement. Always exemplify leadership.
- Customer Focus: Assess customer experiences to pinpoint and drive enhancements in processes and systems that lead to improved 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 achieved. Identify risks and operational requirements in new policies or product features, and work to ensure risks are managed, effectively mitigated, or eliminated prior to implementation. Actively monitor, analyze, and report on your team's performance effectiveness. 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 alongside leaders across the organization to identify new risks, seize new opportunities, eliminate obstacles, and ensure effective execution to meet all KPIs.
- Continuous Improvement: Establish structure and routinely evaluate processes for enhancement opportunities. 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 assess impact and outcomes. Lead or engage 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 our defined future state by mobilizing and preparing our talent, defining and documenting system requirements, collaborating with partners to ensure their preparedness, etc.
This role requires in-office presence 2-3 times a week with the option to work from home on other days. Additionally, there may be a need for 5-10% travel to other locations.
Minimum Qualifications- 2-3 years of experience managing a high-performing team in Collection Recovery, Payment Processing, and banking operations, with expertise in fraud, risk management, ACH, and NACHA banking regulations. Previous experience and/or background in Legal with a focus on UCC liens, levies, and bankruptcies.
- A mentor who enjoys developing talent, embraces empowerment, accountability, and a high-performance culture, fostering a team that consistently 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 create compelling narratives that motivate, inspire, and ultimately galvanize others to develop and implement innovative, best-in-class improvements.
- Acts as a calming positive influence within their team and across Risk Operations.
- Proven ability to operate in a matrix environment and the capacity to influence and build strong partnerships at all levels.
- Collaborative, dependable, 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 effective plans are in place to maintain all KPIs in the green.
- Advanced computer and Internet navigation skills to efficiently utilize a variety of proprietary systems and investigative programs. Specifically: Outlook, Google, QuickBooks, Tableau, 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 generate results while maintaining the highest personal and professional standards of integrity and ethics.
- Strong expertise in money movement domains, including fintech, payments, lending, and/or banking.
