Fraud Operations Team Lead

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

• 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

• 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

• 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).

• 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

• 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.

• 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