Staff Risk Operations Process Excellence Consultant

Company Overview

Job Overview

FinTech powers the money movement capabilities within Intuit and we are seeking an exceptional team member to manage our third party vendor relationships in the role of Staff Process Excellence Consultant. The ideal candidate will have proven experience onboarding and managing vendor relationships to exceed performance indicators (preferably within a Fintech company) and managing and mitigating the data security and compliance risks. If you excel at balancing complex risk mitigation while providing exceptional customer experiences, are driven by continuous process improvement, and thrive in a fast-paced, dynamic environment, then this role is for you. You will directly oversee multiple third party teams making high-stakes decisions regarding financial risk mitigation for our money movement products, encompassing compliance, fraud, and financial risks. Your core repsonsibliies will be to document and maintain Standard Operating Procedures to effectively manage third-party vendors, design and lead Quality Assurance (QA) processes, including periodic audits of vendor deliverables to ensure compliance and performance standards, and develop performance monitoring mechanisms, such as dashboards and scorecards, incorporating both qualitative and quantitative metrics to track and report vendor productivity. The job will require strong collaboration as you work cross functionally with Compliance, Legal, Risk Management, Internal Audit, and Product teams 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. We are looking for a bold and creative problem solver with a desire to deliver impactful outcomes.

Responsibilities

• Partner with segment leaders across risk and Intuit platform functions to execute on the multi-year outsourcing strategy for Risk Operations
• Lead multiple partner delivery relationships and drive improvements in overall partner performance, consistency and rigor
• Identify and lead large scale strategic initiatives and process improvements to impact customer and expert experiences and business outcomes
• Represent partner needs and advocate for internal process changes, working with the respective internal functional teams
• Implement continuous training programs based on vendor performance data to improve overall efficiency and service quality
• Act as a strategic partner to the Legal and Compliance Team, Risk Governance, Learning & Development, and other internal stakeholders to create trusted relationships with our external partners
• Bring-in external best practices, industry learnings and trends to inform our partner strategy, relationships and how we execute
• Create and conduct supplier assessments and development plans including supplier evaluation processes, quarterly and annual business reviews and relationship scorecards

• Drive ongoing assessment of site/partner performance, lines of business and global expansion based on partner strategy and roadmap
• Build and maintain escalation protocols and approval matrices to ensure timely and appropriate issue resolution

Qualifications

• 8-10 Year of experience in delivery and working with outsourcers
• Outstanding business acumen with a customer obsession, who hits the sweet-spot of being strategic and hands-on
• Demonstrated strong understanding of customer needs and integrates insights into offerings that “delight” our customers
• Proven, solid decision making process… balancing principles and data along with judgment
• Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the leadership team
• Demonstrate open and frequent communications at all levels of the organization with genuine empathy and commitment to the development needs of the organization
• Energize the organization to drive continuous improvement and explore and implement creative ideas to significantly improve performance
• Lead complex change in the organization by articulating a clear case for change and then gaining shared vision with employees through effective, frequent and timely communication

Preferred Qualifications:

• Vendor communication management and financial oversight (e.g., timesheets, billable hours, reimbursements).
• Demonstrated understanding of human and AI/ML interactions to drive improvements in work efficiency