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Manager 1, Risk Management

Category Security, Risk & Fraud Location Plano, Texas; Atlanta, Georgia Job ID 2025-70149
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Intuit’s Global Business Solutions Group (GBSG) is committed to creating tools and services that dramatically increase a business’ ability to manage their cash flow. The Risk Operations team supports GBSG by protecting Intuit and our customers from financial losses resulting from fraud, financial, and compliance risk. The team operates in a dynamic environment and uses extensive research, analysis, and customer empathy to drive decisions that have a significant impact on both our customers and Intuit.

The Risk Operations Contact Center team operates on the front lines answering calls, providing exceptional customer service to customers impacted by a risk action.  The team is responsible for using extensive research, analysis, and customer empathy to set appropriate guardrails and drive decisions that significantly impact both our customers and Intuit.

Responsibilities

The ideal candidate will have a background in risk management and a strong track record of living Intuit’s value of “Customer Obsession” with experience operating in a regulated environment necessary for large-scale money movement products and services.

  • Leadership: Manage and oversee a team of analysts to achieve business goals and effectively manage fraud, financial, compliance, and reputational risk. Develop high performing team members by coaching for increased performance, understanding and facilitating team dynamics, and recognizing great talent. Always lead by example. 
  • Customer: Positively impact customer experience through the identification of needed improvements in processes and systems. 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.

Qualifications

  • 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.
  • Experience in risk mitigation (2+ years preferred) with the ability to identify fraud behaviors and signs of risky financial transactions or accounts
  • 2+ years of proven experience in a customer support role
  • 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.

 

Other:

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