BPO Risk Operations and Identity Management Lead

The Team

It all started with an idea at Block in 2013. Initially built to take the pain out of peertopeer payments Cash App has gone from a simple product with a single purpose to a dynamic ecosystem developing unique financial products including Afterpay/Clearpay to provide a better way to send spend invest borrow and save to our 50 million monthly active customers. We want to redefine the worlds relationship with money to make it more relatable instantly available and universally accessible.

Today Cash App has thousands of employees working globally across office and remote locations with a culture geared toward innovation collaboration and impact. Weve been a distributed team since day one and many of our roles can be done remotely from the countries where Cash App operates. No matter the location we tailor our experience to ensure our employees are creative productive and happy.

The Role

We are seeking a highly motivated experienced and resourceful individual to inspire and lead the Risk Operations Identity Management team with a strong focus on integrating and managing Business Process Outsourcing (BPO) operations. This team is embedded within the Cash Risk Operations function and focuses on providing Cash App users with reliable and secure access to their accounts and performs identity and controls related investigations and manual reviews to support Cash Apps ecosystem. This team works to safeguard accounts from unauthorized and inauthentic access to build trust with existing and new customers.

In this role you will serve as a domain expert and crossfunctional leader inside the company working with product machine learning engineering and other operational teams to serve and support our customers and build Cash Apps reputation as a financial institution they can trust. Youll manage an operations team which consists of a complex portfolio of workflows to ensure we achieve Cash Apps most important strategic priorities and maintain adherence to applicable laws and regulations as well as industry standards. Additionally you will oversee BPO Operations within Risk Operations creating a centralized strategy for BPO management. You will set track and manage a team of leaders and your teams Key Performance Indicators (KPIs) with training recruiting analytics workforce management customer experience analytics and other teams focused on keeping our customers safe.

You Will:

• Guide the design and of BPO Operations within Risk Ops creating a centralized and unified strategy for BPO management
• Develop and execute strategic plans to align Risk Operations BPO strategy with organizational objectives
• Collaborate with internal teams to ensure BPO Partners deliver high quality service and meet performance expectations
• Oversee operational workflows (including Identity Verification Elder Abuse ID Theft Escheatment among others) optimizing quality cost and resource utilization across both Internal teams and BPO Partners
• Define and track metrics to measure the growth performance and team impact setting goals and providing regular updates.
• Gather and synthesize relevant data suggesting improvements in the tools and workflows to support scalability
• Ensure seamless integration of systems tooling and thirdparty services with policies and business objectives
• Develop and enforce relevant policies procedures and solutions that comply with security and regulatory standards
• Drive opportunities for increased effectiveness and efficiency empowering team members to enhance quality and productivity
• Oversee critical and/or adhoc projects assigned ensuring timely delivery
• Manage vendor and thirdparty relationships particularly BPO operational counterparts to align with organizational needs and support adherence to service level agreements (SLA)
• Develop strategies to shift from a reactive to a proactive approach as well as improve customer experience resulting from manual/operational reviews
• Coach and mentor team members with a focus on professional development and problemsolving capabilities

You will be accountable for:

• Guide the performance and deliver on KPIs and metrics that are critical to running the business including operational metrics involuntary attrition retention and engagement
• Shape and represent the teams culture and priorities as part of the overall ecosystem Risk Operations is building across internal and external sites
• Lead or support impactful highvisibility projects
• Cultivate talent within the team and create opportunities for growth
• Enable pathways for team members to pursue professional rolebased and personal improvement opportunities.

You Have:

• 10 years of financial services or technology particularly related to operations risk management or related fields
• Proven track record of developing and implementing BPO Strategies that align with organizational goals
• 35 years of experience in operational management within risk or financial services environments including familiarity with identity management practices
• Strong knowledge of U.S. and global financial and consumer protection standards
• Proven success in identity operations particularly in a fastpaced startup or technology environment
• Experience working in a rapidly scaling organization and going from a singlesite model to a global or distributed model including managing BPO Operations
• Demonstrated ability to lead complex projects integrate systems and implement new technologies.
• Ability to influence and communicate crossfunctionally; excellent written and verbal communication skills with ability to convey complex information to technical and nontechnical audiences
• Strong skills in process improvement strategic planning and resource optimization
• Expertise handling competing priorities making tradeoffs and driving consensus