Manager Risk Management

Role Details:
This is a Hybrid role requiring 3 days in the office per week. The ability to work Saturdays and some holidays is required.

Intuit’s Global Business Solutions Group (GBSG) is dedicated to delivering tools and services that significantly enhance a Small Business' ability to manage their cash flow. The Fintech Risk Operations team protects our small business customers and Intuit from financial losses, fraud, and compliance risk.

We're seeking a highly motivated and detail-oriented Manager 1, who is passionate about coaching and developing people. You will lead a team of personnel who investigate and adjudicate risk across multiple workflows—including, but not limited to, Identity Verification (IDV), Initial Underwriting (IUW), Transactional Fraud Monitoring, and Chargeback processing.

The ideal candidate must have a track record of coaching team members leading to increased performance, strong problem‑solving and decision‑making abilities, and the ability to lead in a dynamic and evolving landscape. Your team members will receive cross‑training and assignments across various workflows to support business needs while rapidly expanding their skills and competencies. This role requires direct customer interaction via phone and email to resolve complex customer issues.

Team Leadership & Performance

Coaching:

• Lead, mentor, and inspire a team of risk operations analysts, serving as a multi‑domain subject matter expert (e.g., Fraud, IDV, KYC/KYB) to foster a high‑performance culture defined by precision, critical thinking, and ownership.
• Actively develop this expertise in your team by translating business goals into individual performance objectives.
• Deliver consistent, actionable coaching through regular 1:1s, live case reviews, and quality assurance (QA) analysis, specifically targeting the enhancement of analytical rigor, investigative accuracy, and sound, data‑driven risk decisions.

Operational Excellence & Proactive

Risk Management:

• Drive team performance to exceed core operational KPIs (e.g., alert review SLAs, decision quality, false positive rates).
• Ensure meticulous documentation and adherence to all Standard Operating Procedures (SOPs) through a robust Quality Assurance (QA) program.
• Utilize performance and QA data as a primary coaching tool to identify knowledge gaps and guide targeted performance improvements.
• Empower your team to act as a critical control point, leading them in proactively identifying, assessing, and documenting operational and financial risks in new product features, system changes, and policies, ensuring robust mitigation strategies are in place prior to launch.

Change Leadership & Adaptability:

• Act as a visible change champion, translating strategic shifts (e.g., new risk models, policy changes, organizational structures) into a clear ‘why’ for your team.
• Proactively coach your team for resilience and adaptability, identifying and developing the skills needed to succeed in a constantly evolving fintech environment.
• Proactively monitor regulatory changes and emerging industry risk trends, translating them into actionable updates for your team's playbooks and controls.
• Lead readiness initiatives by mobilizing talent, defining new operational playbooks, and partnering across the organization to ensure system and tool readiness.

• Proven People Leadership: 3+ years of formal people leadership experience, with a demonstrated track record of coaching and developing high‑performing operational teams (e.g., Risk, Fraud, Compliance, Trust & Safety).
• High‑Performance
  
  Coaching:
  
  A true ‘player‑coach’ mindset with a passion for talent development. You must have proven success in building and scaling teams by setting clear expectations, delivering actionable feedback, and fostering a culture of accountability and empowerment.
• Resilience & Change Management:
  Demonstrated ability to lead a team through high‑pressure, ambiguous, or rapidly changing environments. You are a source of stability and focus, capable of guiding your team through complex organizational and procedural changes.
• Deep Domain Knowledge: 5+ years of hands‑on experience in a high‑growth risk…