Overview
Join Intuit as a Risk Operations E-Commerce Fraud Team Lead in Reno, NV Plano, TX or Woodland Hills, CA!
Come join the Intuit Risk Operations team as an E-Commerce Fraud Team Lead! We are seeking a highly skilled and engaged individual with a passion for staying one step ahead of fraud, while protecting and minimizing the impact for our customers.
What you'll bring
Handles some operational duties creating bandwidth for manager
- Reviews and if necessary, approves the most complex and high-risk cases within their approval decision authority
- Creates, maintains and improves departmental dashboards and reports
- Accountable for case completion timeliness and high quality
- Delivers innovation and improvement to people, process, and systems by applying sound logic and criteria based on data
- Acts as a direct link between employees & management
- Attend cross functional meetings to provide input and illustrate impact and preferences for the team (and our customers) and provide summaries and/or escalate to management
- Proactively reviews dashboards and reports to identify trends
- Assess, recommend, and implement process/systemic improvements leveraging internal and external best practices.
- Proactively researches issues and raises them to management
- Puts forth solid solutions to any issues that are identified
- Leads small-to-medium sized cross functional projects with a high level of quality and minimal oversight
- Evaluates the processes and skill in the department and works to improve these through coaching, training, documentation, and process/tool improvement.
- Root causes of defects identified, documented and resolved through appropriate channels (e.g. manager, tool enhancements, raising issues)
- Proactively drive process improvement efforts / cross functional initiatives.
- Provide feedback on new tool features, product offerings, policy or compliance initiatives
- Evaluate effectiveness of existing procedures and training materials, and identify and prioritize improvement opportunities
- Maintains clear and up to date procedures
- Ensure work assignment is fairly distributed across the team by priorities.
- May support manager with conducting interviews
- Prioritizing daily work and project deliverables, ensuring tasks are completed on-time and with quality
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Technical/Functional Skills
General
- Excellent judgment and candor with sensitive situations
- Delegates work effectively
- Acts as a calming force amongst the team
- Sound business judgment; decisive.
- Data Driven Decision maker
- Working knowledge of Microsoft Office suite (Word, Excel, PowerPoint) and Google Suite
- Demonstrates continuous process improvement mindset
Knowledge
- Understanding of business unit level needs and goals to make decisions that optimize outcomes
- Solid knowledge of the processes and functions performed within payments, payroll, and capital
- Deep understanding of team processes, tools, pain points and active initiatives
- Expert knowledge of risk topologies including fraud, compliance and financial concepts
- Submits JIRAs for tool support issues and works with engineers to prioritize
- Develops business requirements for tool enhancements
- Maintains current/ideal state process flows
- Teaches and provides technical support within own business unit and beyond as needed.
- Utilizes data to guide decisions and priorities
Project Management
- Delivers innovation and improvement to people, process, and systems
- Creates solutions to previously unknown complex problems.
- Participates in and can manage small to medium sized projects: creates project plans, communication, artifacts, change management, and implementation
- Partners across the business to improve the customer experience (e.g. workflow).
Values
Stronger Together
- Practice inclusivity and that all voices are heard to ensure the best outcomes
- Evaluate and seek balance in the customer, operational, and employee experience when evaluating situations and/or making decisions.
- Effectively identifies and involves key partners in the decision-making process.
- Drives team engagement and cohesiveness
- Dependable and consistent
Courage
- Challenges self and others to think outside the box and is not constrained by preconceived limitations
- Thinks differently, experiments continuously, and tries new ideas to solve end to end.
Integrity Without Compromise
Do the right thing even when no one is watching.
How you will lead
- Workflow Management (e.g. evaluate reports, manage case queues, adjust resource allocations)
- Reviews the most complex and high-risk accounts
- Knows the business from end-end
- Drives continuous improvement. Assess, recommend, and implement process/systemic improvements leveraging internal and external best practices.
- Leads medium sized cross functional projects with a high level of quality
- Creates, maintains and improves departmental dashboards and develops process to collect the required metrics
- Cultivates cross functional partnerships to drive operational efficiencies
- Accountable for production and quality metrics within team
- Proactively identifies trends and emerging issues and effectively communicates these to appropriate stakeholders
- Provides root cause analysis of complex risk situations
- Understanding of the end-to-end impact of decisions
- Serves as a mentor for new hires and reviews the work of others as a routine aspect of their job.
- Leads and energizes team members (seen by others as a catalyst for change)
- Develops others - mentors, teaches and helps improves their skills
- Coaches and mentors less experienced analysts
- Maintains SOPs