Risk Management Operations Manager
2 weeks ago
Intuit's Small Business and Self-Employed Group (SBSEG) is dedicated to developing solutions that significantly enhance a small business's capacity to oversee their cash flow. The Risk Operations division safeguards SBSEG by shielding Intuit and our small business clients from financial setbacks due to fraud or credit risk.
If you are a proactive and results-oriented leader with expertise in operations and risk management, we are looking for you to guide a Collections operations team within the Risk Operations division. This team plays a crucial role in managing non-sufficient funds (NSFs) while making decisions that greatly affect both our clients and Intuit. If you are enthusiastic about empowering small businesses, enforcing operational excellence, managing a collections team, and navigating risk management, this position is for you.
Key ResponsibilitiesThe ideal candidate will possess a strong 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: Oversee and manage the daily functions of a team of analysts to meet business objectives and effectively handle 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 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 achieved. Identify risks and operational requirements in new policies or product features, working to ensure risks are managed, effectively mitigated, or eliminated prior to implementation. Continuously 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 processes and risk management.
- Collaboration: Act as a liaison for your team. Collaborate with leaders across the organization to understand new risks, seize new opportunities, eliminate obstacles, and ensure effective execution to meet all KPIs.
- Continuous Improvement: Establish structure and regularly evaluate processes for enhancement opportunities. Advocate for necessary improvements to completely overhaul or refine processes and systems. Ensure effective change management principles are applied. Utilize both quantitative and qualitative data to assess impact and outcomes. Lead or participate in initiatives employing project management methodologies.
- 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 will require a hybrid work model, necessitating in-office attendance 2-3 times a week while allowing for remote work on other days. Additionally, there may be a requirement for occasional 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 in legal matters with a focus on UCC liens, levies, and bankruptcies is advantageous.
- A mentor who is passionate about developing individuals, embraces empowerment, accountability, and a high-performance culture, fostering a team that continually seeks innovative ways to deliver value and enhance customer experiences.
- 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 and convey narratives that motivate, inspire, and ultimately galvanize others to create and implement innovative, best-in-class improvements.
- Acts as a calming and positive influence within their team and across Risk Operations.
- Demonstrated capability to operate in a matrix environment and to both influence and cultivate 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 a favorable status.
- Advanced computer and internet navigation skills to utilize various proprietary systems and investigative programs efficiently. 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 drive results while upholding the highest personal and professional standards of integrity and ethics.
- Strong expertise in money movement domains, including fintech, payments, lending, and/or banking.
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