Job Description

Overview

The QuickBooks Transactional Risk Operations team protects Intuit and our customers from financial losses resulting from fraud or credit risk.

If you’re a highly motivated, experienced people manager with an operations mindset, and a love for continuous improvement, we need you to lead a team of payroll risk analysts. This team operates on the front line against fraud, working in a dynamic environment and using extensive research, analysis, and customer empathy to drive decisions that have a significant impact on both our customers and on Intuit.

This is an exciting - and challenging - position that requires an operational mindset and experience working across multiple areas of an organization to deliver outstanding results. It also requires a deep commitment to developing people, and a passion for continually refining processes, experience analyzing data, and clearly articulating and presenting information as well as effective planning and scheduling of resources.

Responsibilities

• Directly manage a team of Risk Analysts to inspire and provide leadership and guidance as they work in the fast paced and constantly evolving environment of risk operations.
• Translates the vision and values into a compelling strategy that drives day-to-day priorities as well as one year operating plans for the team.
• Owns the performance and outcomes of the team. Continuously assess and improve processes within the team, and recommends improvements in processes in which you interact.
• Ensure we have an obsession with the customer experience. Consistently provide and manage empathetic, accurate, and efficient resolutions to very complex and escalated customer issues.
• Develop a high performing team by understanding and facilitating team dynamics, recognizing and developing great talent, recommending areas for improvement, and ensuring consistency in thoughts and actions.
• Fosters a calming influence in tense or stressful situations and lead by teaching as well as role modeling our values.
• Make timely decisions based upon information, analysis, and experience while explicitly sharing the criteria for decisions.
• Identifies and escalates conflicting priorities.

Qualifications

• 3+ years of operations experience and people management in a service related business.
• BS/BA preferred.
• Passionate about developing other’s skills, abilities, and their careers.
• Proactively builds relationships/networks that enable current performance and future growth.
• Excellent written and verbal communication skills including the ability to communicate complex and/or technology issues simply.
• An understanding of common business practices as well as payment transaction processing.
• Innate curiosity to research, understand, make sense of, and communicate complex information.
• Serves as an effective subject matter expert to cross-functional teams.
• Strong analytical skills with ability to draft and change plans to address business needs.
• Continuously assesses and improves processes within their scope, including the impact on upstream and downstream groups, and drives improvements in processes they interact with.
• Learns from successes and mistakes, applies the learning’s and makes the lessons relevant to others.
• Partners with the Payments leadership team to improve both the customer and agent experience. May participate in cross-functional team projects.
• Seeks out and capitalizes on opportunities for change that enhance the business, rather than reacting to circumstances.
• Prioritizes work to meet multiple deliverables and deadlines
• Effectively manages projects: creates project plans, expected results, and clearly documented individual goals for team members and then ensures delivery of those results in a timely way with high quality.
• Ability to think start to finish about how to meet customer needs in a way that is operationally sustainable.

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