Risk Operations Manager 3

Overview

Fin Tech powers the money movement capabilities within Intuit, and we are seeking an exceptional operational risk leader to join our Fintech Risk Operations organization as a Manager 3/ Group Manager. The ideal candidate will have a background in leading dynamic organizations in the fraud/financial crimes operational space (preferably within a Fintech company), and will have a passion for growing and developing team members.

If you excel at balancing complex risk mitigation while providing exceptional customer experiences, are driven by continuous improvement, love developing people, and thrive in a fast-paced, dynamic environment, then this role is for you.

Your core responsibility will be to lead a large organization in achieving critical KPIs related to the investigation and resolution of complex risk alerts. You will directly oversee multiple teams making high-stakes decisions regarding financial risk mitigation for our money movement products, encompassing compliance, fraud, and financial risks. Your key focus areas will include inspiring, developing, and mentoring our most skilled individual contributors, managers, and senior managers who in turn will coach and support frontline teams, and collaborating with cross-functional partners to ensure operational excellence and metric achievement.

This role will balance operational oversight with a hands-on proactive approach to flourish in a rapidly changing environment.

This is a hybrid role that requires on-site work approximately at least days per week to foster collaboration and strong working relationships. Domestic travel may be required up to 10% of the time, especially during the initial onboarding period. The ability to work extended hours during peak fraud analysis periods is essential.

• Lead and empower a large organization (70-100+) of risk investigators, fostering a culture of ownership and driving continuous improvement across the organization. Directly manage complex fraud tactical teams, including assessment, quantification, and implementation of operational detection and mitigation strategies.
• Proactively drive operational effectiveness through goal definition, KPI assessment (e.g. quality, handle time, and service level commitments), and continuous improvement to achieve all audit and control requirements and business KPIs.
• Advocate for our customer by sharing the impact of friction points on our customers, considering risk, customer behaviors and the customer impact when making risk decisions.
• Utilize data-driven insights to assess and track KPIs, measure program effectiveness, and identify and develop compelling business cases to simplify fraud detection, streamline operational response efforts, and reduce fraud/risk occurrences.
• Collaborate with senior leadership (e.g. Operations Director and Chief Risk Officer) to align on strategic vision and contribute to organizational direction and cross functionally to ensure KPI achievement.
• Develop and maintain expertise in all financial products and risk factors, to stay informed of industry trends and actively contribute to the Risk Management community.
• Contribute to operational policy development and prioritize initiatives that drive improvements in risk detection, risk mitigation, or our customer experience.
• Demonstrate exceptional leadership by inspiring and developing personnel, upholding integrity and professionalism standards, and exhibiting personal composure during crisis management.
• Conduct in-depth investigations of risk-based anomalies, leveraging investigation results and personal expertise to make high stakes decisions.

• Domain Expertise: 7+ years of proven experience in fraud investigations, underwriting, risk operations, or a related field within the e-commerce, banking, or financial services industry.
• Operational Leadership: 5+ years of experience in Risk Operations, preferably within Fintech, including 3+ years leading teams of 50+ (individual contributors and managers) to ultimately exceed performance goals.
• Strategic Mindset: A demonstrated strategic thinker who translates business objectives into actionable plans, achieving measurable success in a complex environment.
• Decision Making:
  Exercises sound risk-based judgment and customer impact to determine and execute effective solutions within dynamic, evolving environments. Exhibits meticulous attention to detail, sophisticated critical thinking, and robust organizational skills essential for adaptability and success.
• Communication and Influence:
  Exceptional communication and interpersonal skills with a proven track record of building strong relationships and influencing decision-making across all organizational levels. Delivers difficult messages effectively, synthesizes complex information into clear recommendations, and uses compelling narratives to drive positive change in risk operations practices.
• Strong Execution
  
  Skills:
  
  Proven ability to lead and execute complex initiatives with multiple…