From the listing
About the role
Risk Operations Transformation Lead
Fintech, Tech, Financial Services
Empower is a financial technology company that provides various financial services aimed at improving the financial well-being of its users. They're like the financial fairy godmother, swooping in to boost anyone's money game.
What you'll do
- Serve as the Risk Operations business owner for AI Enabled Operations, prioritizing automation opportunities by volume, complexity, customer impact and operational risk.
- Define the requirements, decision logic, controls and success measures for Risk automation, and partner with Product and Engineering through design, testing and launch.
- Monitor automation after launch (adoption, accuracy, quality, risk outcomes and savings) and lead improvements when results fall short.
- Lead transformation programs that simplify Risk Operations processes, workflows, roles and handoffs, from problem definition through adoption and measurement.
- Identify work that can move to better tooling, self-service capabilities or BPO partners, and define tooling improvements with Product and Engineering.
- Work with Shared Services and Vendor Management on operational readiness, including documentation, training, quality controls, escalation paths and post-launch monitoring.
- Define the metrics that show performance, capacity, quality and risk trends, and use them to find root causes and prioritize improvements.
- Keep new processes, tools and automation aligned with requirements set by Compliance, Fraud Strategy and other policy owners.
- In your first 90 to 180 days: build a prioritized program portfolio, deliver initial improvements, and show measurable movement in an outcome such as SLA attainment, backlog age, quality, loss outcomes or cost per case.
What they're looking for
- 5+ years of experience in Risk Operations, Fraud Operations, Disputes, Credit Risk, Trust and Safety, Compliance Operations, operations strategy, program management or a related field.
- Track record leading operational improvement or transformation programs, including redesigning processes, implementing tools or launching automation, from problem definition through measurement.
- Strong understanding of how operational queues, investigations, reviews and escalations work in practice.
- Strong analytical skills, with experience using operational data to identify trends, diagnose root causes and make recommendations.
- Able to turn ambiguous problems into clear plans, requirements and measurable results while managing multiple complex initiatives.
- Able to influence stakeholders and drive decisions without direct authority.
- Clear written and verbal communication with frontline teams, technical partners and senior leadership.
- Sound judgment on operational risk, controls, prioritization and escalation.
- Experience in fintech, payments, banking or another highly regulated environment.
Nice to have
- BPO or distributed-team transitions.
- Change-management experience.
- Writing product or business requirements.
- SQL and Looker, Tableau or Databricks.
- Familiarity with capacity models, SLA and quality measures, and regulations such as Reg E, Reg Z and UDAAP.
Members-only role.
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Benefits
Work from anywhereComprehensive benefitsWorkspace stipendEquity in companyPaid retreatsAsynchronous work