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 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