Intuit Fraud Operations Team Lead in Plano, Texas
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.
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
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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