דרושים Risk Management Specialist ב-Intuit ב-United States, Atlanta

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
• 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 stakeholders, effectively prioritizing projects and deadlines based on criticality and risk to maximize impact.
• Data Fluency : Strong analytical acumen and proven ability to use data (dashboards, ad-hoc reports, and spreadsheets) to identify problems, inform strategic decisions, and assess the impact of operational processes.
• Stakeholder Management : Expertly navigates conflicting stakeholder interests, builds strong and collaborative relationships, and effectively influences stakeholders at all levels within a cross-functional or matrixed environment to drive alignment and results.
• Education : Bachelor’s degree in a related field such as Accounting, Finance, Data, or Criminal Justice and/or industry certifications preferred.

The most critical outcomes for this role:

• Revenue growth through growing and defending a defined set of Mid-Market Customers through improved relationships, retaining more customers and driving growth through our ecosystem of solutions
• Deliver on commitments: achieve assigned measures of success and quarterly stretch goals as well as Annual KPIs
• Contribute to and execute strategic and tactical plans to be delivered through your assigned sales team
• Drive higher revenue, productivity, margin performance in line with corporate objectives and Inuit’s growth plans
• Leader, teacher across your team, based on deep expertise in channel and business acumen
• Consistently look for new and innovative ways to drive faster revenue growth in more efficient ways
• Provide people leadership to attract and retain the best talent through structured development
• Emulate the Intuit culture and shape the team environment as you build our capabilities and sales excellence
• Operationalize company strategy, culture, organization and talent within your team and territory, including change management
• Communicate all aspects of your business to stakeholders including performance, progress, challenges, needs

The key tasks and activities associated with the above:

• Coach and Develop Leaders: Directly manage and mentor front-line sales managers, equipping them with the skills to lead their teams, drive performance, and achieve consistent results.
• Scale and Enable Teams: Effectively scale the sales organization, ensuring teams are enabled with the right resources, training, and support as their scope and targets grow.
• Attract and Retain Top Talent: Build and nurture a culture of excellence that attracts, develops, and retains the industry's best sales professionals and leaders.
• Drive Accurate Forecasting: Own the sales forecast for your organization, ensuring it is consistently accurate, reliable, and submitted on time.
• Conduct Rigorous Pipeline Inspection: Implement and lead a disciplined process for inspecting the sales pipeline, identifying key opportunities, assessing risks, and ensuring overall pipeline health.
• Accelerate the Pipeline: Develop and execute strategies to accelerate the sales cycle, increase deal velocity, and drive deals to a successful close.
• Drive Go-to-Market Strategy: Execute on go-to-market and business development initiatives, ensuring tight alignment with marketing, demand generation, and partner teams to maximize lead generation.
• Develop Winning Commercial Strategies: Leverage a deep understanding of digital selling, e-commerce, and the competitive landscape to craft winning strategies for Intuit's technology, services, and platform offerings.
• Maintain Executive Presence: Represent the sales organization effectively in meetings with internal and external executive teams, demonstrating strong communication and presentation skills.

• 10+ years of quota carrying technology / solution sales for business with a minimum of 7-10 years in sales leadership / manager roles
• Track record of developing breakthrough strategies and inspiring excellent execution through teams
• History working in unity with marketing and partner channels to accelerate customer acquisition, retention, and expansion
• Ability to streamline processes and ensure speed to benefit for customers and employees
• Ability to identify opportunities for operational improvements, and energy to drive those improvements across the team
• Strong sales acumen, leadership, practice management to drive upsell and cross sell per customer
• Hypothesis and data driven thinking – experience successfully leveraging data to drive decision making
• Proven success in partnering, influencing, and collaborating internally and externally to establish shared passion and goals
• Track record of boundaryless leadership in B2B software growth businesses
• Bachelor’s degree or MBA

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
• 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 stakeholders, effectively prioritizing projects and deadlines based on criticality and risk to maximize impact.
• Data Fluency : Strong analytical acumen and proven ability to use data (dashboards, ad-hoc reports, and spreadsheets) to identify problems, inform strategic decisions, and assess the impact of operational processes.
• Stakeholder Management : Expertly navigates conflicting stakeholder interests, builds strong and collaborative relationships, and effectively influences stakeholders at all levels within a cross-functional or matrixed environment to drive alignment and results.
• Education : Bachelor’s degree in a related field such as Accounting, Finance, Data, or Criminal Justice and/or industry certifications preferred.

Our company is seeking a Workforce Senior Business Consultant to assist in our high volume Risk Operations Organization. The position will regularly collaborate with senior leaders to provide strategic, operational and tactical plans for resource deployment, a balanced and level-loaded workflow, and output expectations based upon demand and capacity analysis. The main functions of this position is forecasting our staffing needs, headcount requirements, shift optimization, scheduling, and shift bids.

• Create and continually iterate short term and long term forecasting and planning models to determine headcount needs, and in turn, work closely with leadership to identify the need to scale
• Use advanced data modeling to create and continually iterate on 90-day, 6 month, and 12 month volume forecasts that partners will use to staff their teams
• Work cross-functionally to understand upcoming feature releases, product releases, and any other factors across the business that may impact volume.
• Monitor intraday performance including case volume, average handle time , agent productivity, to provide key highlights to the managers and ensure adequate coverage all day, every day.
• Use Workforce Optimization (WFO) software to improve efficiency
• Forecast staffing needs, taking into account volume and headcount requirements
• Recommend optimal shifts to meet SLA requirements
• Generate reports to show changes to productivity or performance
• Provide updates on changes and real time monitoring to meet customer volume changes.
• Experience in forecasting, planning, and scheduling for large volume
• Ability to summarize, visualize, and present data to multiple levels of stakeholders
• Present key metrics, contacts, drivers, incoming work volumes, including expected occupancy, utilization, service levels, handle time, case volume, and SLA’s.

• A bachelor's degree in a business-related field or equivalent experience in Mathematics, Business Studies, Business Administration, or equivalent, combined with 5 years of workforce strategy in call center or back office operations.
• Experience with Workforce Optimization software a plus
  • Have working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data
• Analytical Skills
  • Possess analytical skills essential for reviewing information, analyzing data, and make appropriate recommendations for improvement
• Computer proficiency
  • Proficient with Microsoft Excel and Office & Google Suite, in order to store data, create reports, produce schedules and perform other tasks.
• Organizational and communication skills
  • Establish an efficient workplace environment, able to manage a range of tasks and prioritize responsibilities, and meet deadlines
  • Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision

The ideal candidate will have a background in risk management and underwriting with experience operating in a regulated environment necessary for large-scale money movement products and services.

• Leadership:
• Customer : Monitor customer experience to identify and drive improvements in processes and systems leading to better customer outcomes. Serve as an escalation point on complex customer issues to ensure empathetic, accurate, fair, and efficient resolutions while containing risk. Act as a customer voice.
• Operations : Ensure productivity, quality, and service level KPIs are met. Identify risks and operational needs in new policies or product features, and work to ensure risks are contained, effectively mitigated, or removed prior to launch. Actively monitor, analyze and report on the effectiveness of your team's performance. Develop plans to address risks and/or risk themes, and report on outcomes.
• Collaboration : Collaborate with leaders across the organization to learn about new risks, capitalize on new opportunities, and remove roadblocks.
• Continuous Improvement : Routinely assess workflows for improvement opportunities, and use both quantitative and qualitative data to assess and measure the impact of potential improvements.
• Change Management: Participate in developing a future state vision for your team. Be a change champion to ensure readiness for our declared future state by mobilizing and readying our talent, defining and documenting team needs, working with partners for readiness.

• 2-3 years managing a high performing team in a fintech, payment processing, lending, or online banking operations organization with experience in small business or commercial underwriting.
• A coach that loves developing people, embraces empowerment, accountability, and a high-performance culture creating a team that is constantly seeking new ways to deliver value and a better customer experience. You have a track record of identifying and developing exceptional talent to build high performing, highly engaged teams.
• Acts as a calming influence within their team.
• Strong project management rigor with the ability to prioritize and drive cross-functional initiatives.
• Excellent communication skills, including business writing and presentations. Uses data to create and tell a story that motivates, inspires, and ultimately galvanizes others to create and then implement innovative, and best in class solutions.
• Demonstrated ability to work in a matrixed environment with the ability to influence and develop strong partnerships at all levels.
• A collaborative, reliable, and highly analytical partner with an ability to make data-driven decisions and to translate identified opportunities into actionable plans. Demonstrated ability to guide the organization through change.
• Possesses a bias for action and that ensures smart plans are in place to get all KPIs back to green as needed.
• Quickly and effectively use a variety of proprietary systems, investigative programs, and case management systems. Advanced computer/ internet navigation skills.
• Process excellence mindset who possesses a high level of intellectual curiosity focused on identifying the root cause of problems to generate results while exhibiting the highest personal and professional standards of integrity and ethics.
• Bachelor’s degree preferred (in Management, Finance, or Risk Management).

Other:

• This is a hybrid role requiring coming into the office at least 3 times per week.
• May require ~10% travel to other sites.