Intuit’s Global Business Solutions Group (GBSG) is committed to creating tools and services that dramatically increase a Small Business' ability to manage their cash flow. The Risk Operations team supports GBSG by protecting Intuit and our Small Business Customers from financial losses resulting from fraud or credit risk.
If you are a highly motivated, driven leader with an operations mindset and risk mitigation experience, we need you to lead a Chargeback operations team within the Risk Operations group. This team operates on the front-line handling chargebacks, Arbitration and Compliance disputes while reviewing, analyzing, and adhering to the Card Associations rules and regulations, while driving decisions that significantly impact both our customers and Intuit. If you are passionate about enabling small businesses, driving operational rigor, chargeback management, and risk management, come join us!
- 2-3 years managing a high performing team in a credit card disputes, payment processing, and banking operations organization, with experience in fraud and risk management
- A coach that loves developing people, embraces empowerment, accountability, and a high-performance culture creating a team that is constantly seeking new ways to deliver value and a better customer experience. You have a track record of identifying and developing exceptional talent to build high performing, highly engaged teams
- Strong project management rigor with the ability to prioritize and drive cross-functional initiatives
- Excellent communication skills, including business writing and presentations. Uses data to create and tell a story that motivates, inspires, and ultimately galvanizes others to create and then implement innovative, and best in class improvements
- Acts as a calming positive influence within their team and across Risk Operations Management
- Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels
- Collaborative, reliable, highly analytical partner with an ability to make data-driven decisions and to translate identified opportunities into actionable plans. Demonstrated ability to expertly lead cross functional projects, and to guide the organization through change
- Possess a bias for action and will ensure smart plans are in place to keep all KPIs in the green
- Advanced computer/ Internet navigation skills to use a variety of proprietary systems, investigative programs quickly and effectively
- Process Excellence mindset, with experience leveraging process excellence tool sets and frameworks (e.g., LEAN, TQM, Business Process Management)
- Possesses a high level of intellectual curiosity focused on identifying the root cause of problems to generate results and exhibiting the highest personal and professional standards of integrity and ethics
- Strong analytical skills with the ability to draft and change plans to address business needs
- Ability to think start to finish about how to meet customer needs in a way that is operationally sustainable
- Proactively builds relationships/networks that enable current performance and future growth
- Strong money movement domain expertise, including any of the following areas: fintech, payments, lending, or banking
The ideal candidate will have a background in Chargeback credit card dispute processing, deep knowledge of Card Associations rules and regulations, risk management, and operating in a regulated environment necessary for large-scale money movement.
- Leadership: Manage and oversee the daily operations of a team of analysts to achieve business goals and effectively manage chargebacks/disputes, fraud, and reputational risk. Coach and develop high-performing teams by understanding and facilitating team dynamics, recognizing, and developing great talent, recommending, and implementing process improvements, and ensuring you have an engaged team. Always lead by example.
- Customer: Monitor customer experience to identify and drive improvements in processes and systems leading to better customer outcomes. Serve as an escalation point on complex customer issues to ensure empathetic, accurate, fair, and efficient resolutions while containing risk.
- Operations: Ensure productivity and service level KPIs are met. Identify risks and operational needs in new policies or product features, and work to ensure risks are contained, effectively mitigated, or removed prior to launch. Actively monitor, analyze, and report on the effectiveness of your team's performance. Develop plans to address risks and/or risk themes, and report on outcomes. Ensure process and risk treatment consistency.
- Collaboration: Serve as a liaison for your team. Collaborate with leaders across the organization to learn about new risks, capitalize on new opportunities, remove roadblocks, and ensure effective execution to meet all KPIs.
- Continuous improvement: Create structure and routinely assess processes for improvement opportunities. Champion improvements necessary to completely revamp or refine processes and systems. Ensure effective change management principles are applied. Use quantitative and qualitative data to measure impact and outcomes. Lead or participate in initiatives utilizing project management rigor.
- Change Management: Active development of future state vision for your team. Be a change champion to ensure readiness for our declared future state by mobilizing and readying our talent, defining, and documenting system needs, collaborating with partners to ensure they are ready, etc.
- Upon our return to the office hybrid environment this role will require coming into the office 2-3 times a week and working from home the remaining days. This is subject to change. In addition, there may be a required ~5-10% travel to other sites.
