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Intuit Fraud Operations Team Lead in Plano, Texas

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

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

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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