Division Lead - Fraud Customer Contact (all genders)

Job Description
Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment, backed by one of the leading financial service providers worldwide? Join us at JPMorgan & Chase Co. at our newest European hub for Chase bank, located in the heart of Berlin. In this exciting chapter of continued growth and expansion for Chase, we're looking for a passionate Division Lead - Fraud Customer Contact Team (all genders) who will lead multiple high-performing teams, championing a culture of \"Right First Time\" service, and implementing exceptional operational standards across our fraud operations.
Job Description
As a Division Lead in the Fraud Customer Contact Team, you will be instrumental in supervising and directing a team committed to aiding our customers who have been victims of fraudulent activities. Your role will encompass providing leadership and guidance to the team, ensuring that support is provided to fraud victims in an efficient and empathetic manner. You will also be responsible for steering the team through changes and operational enhancements. Your duties will extend to leading multiple high-performing teams, fostering a culture of \"Right First Time\" service, and enforcing exceptional operational standards across our fraud operations. Furthermore, you will guide the transition from building and expanding the team to the BAU (business as usual) phase.
Join our dynamic team and make a lasting impact in the fight against fraud, while creating a positive and rewarding work environment for our talented team members.
Job Responsibilities

• Demonstrate strong track record of cultivating a \"Right First Time\" service culture that emphasizes exceptional customer experience.
• Implement and maintain high operational standards in a dynamic and international work environment.
• Build expertise in digital business policies, processes, products, and solutions within the financial services sector.
• Excel in an ever-evolving business landscape, with experience in high-growth or start-up environments.
• Drive cross-functional collaboration to develop superior customer experiences while managing risks effectively.

Required qualifications, capabilities, and skills

• Proven leadership and change experience in scaling financial environments.
• Familiarity with digital banking platforms, payment systems, and financial technologies as well as a good understanding of fraud detection technologies and data analytics.
• Ability to thrive in an ambiguous work environment while advocating risk management, compliance, and outstanding customer experiences.
• Previous experience working within Banking/Financial Service institution in a fraud related role.
• Ability to understand and research customer behaviour and share knowledge with a further teams and peers.
• Experience in shaping operational processes and managing changes during growing business environments.
• Excellent communication skills in fluent English and German.

Preferred qualifications, capabilities and skills

• Knowledge of the German regulatory framework and best practice regarding fraud prevention.
• Knowledge of key compliance frameworks and regulations such as AML, KYC, PEPS, etc.
• Proven experience leading and managing multiple fraud operations teams.

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About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.