Job Description

Overview

Join the Intuit Customer Success Risk Operations Team in Tucson Arizona as a (M1) Manager of Risk Monitoring and Controls supporting the development of cutting edge Security, Risk and Financial Fraud prevention services! Our team defines the risk experience across delivery channels where there are elements of security risks present. The Risk team works in partnership with Customer Success Experience Delivery functions across all Intuit business and departments with the relevant operations groups to optimize and secure existing processes.

Risk Operations Supportability Specialists (L1 and L2 Risk Investigators) are part of a cross-organizational Intuit team that supports the end to end workforce risk monitoring landscape of the Virtual Expert Platform (VEP) of both our Product and Domain Experts. They bring detailed knowledge of, and solutions to, security and risk problems and opportunities based on both quantitative and qualitative data, voice of our customer (VOC), data driving a secure work environment. They focus on the quality of the customer experience, the mitigation and reporting of security risks and drive the return on investment of proposed changes. In this role, the Risk Operations Manager will be a people leader with oversight and supervision of the day to day risk investigation team. A dynamic team comprised of 5 FTE and up to 10 seasonal investigators during tax season. This role will report to the Sr. Manager of the Risk Monitoring and Controls.

If you have a commitment to excellence, a desire to delight customers and want to be a member of a spirited team, read on!

Responsibilities

• Conduct review/research of security work in the form of cases or escalations
• Manage a team of risk investigators as a people leader setting direct reports goals, business objectives in monthly 1:1’s, providing coaching and feedback, conducting employee reviews, training and oversight of teams SOP’s
• Work on big customer problems where analysis of situations or data requires a review of a variety of factors
• Collaborate across teams to identify, research, and recommend solutions to investigative matters
• Interprets and responds to complex systems and tools data sources and makes recommendations for improvements
• Often exercises judgment within defined procedures and practices to determine appropriate action
• Recommend actions and process changes to drive solutions to negative outliers or trends
• Conduct root cause analysis and investigations in response to escalations and incidents
• Be able to break down complex issues into clear action items
• Constantly strive for process improvement whilst keeping the customer at the forefront of your mind
• Support the development and improvement of internal tools by providing operational insights and subject matter expertise.
• Ability to recognize and escalate matters appropriately when faced with progress blockers driving insights to the business units and leadership teams
• Ability to prioritize and focus on the work that contributes the most to accomplishing Intuit’s Big Bets

Qualifications

• 5+ years of experience in a security, banking, money movement, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving the investigation of financial crime / operations
• BA/BS degree or Master’s degree preferred
• 5-7 years operational leadership experience with proven experience leading/developing/coaching people and teams.
• Ideal candidate would have certifications: CFE, CPA, ACAMS, Enrolled Agent, or other security industry related certs
• Ability to synthesize data, identify root cause of issues, develop recommendations and influence decision makers
• Demonstrated technical aptitude & skills in computer systems and tools
• Strong business and financial acumen with ability to influence
• Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
• Excellent written and verbal communication skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels
• Strong presentation and influencing skills to lead change with technical and non-technical teams
• Proven ability to use MS Office applications, Google Docs, Salesforce, Quickbase and or Data Loss Prevention (DLP) tools, investigation case management tools, or other complex financial/banking systems
• Experience with Speech/Text Analytics tools is a plus, data reporting and case management/data visualization tools like Tableau
• Customer-focused, with a passion for delivering the best possible customer experience
• Commitment to operational excellence and ongoing personal growth.
• Results oriented, while respecting people and maintaining integrity without compromise
• Change agent and a facilitative team leader with a strong desire to achieve results leading with a strong Point of View (POV) and ability to influence
• Ability to manage multiple priorities within a fast paced environment

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