People 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 People Lead Fraud - Customer Protection (all genders) who will lead a high-performing team dedicated to combating fraudulent activities.
As a People Lead Fraud - Customer Contact (all genders) within our Fraud Team you will be leading a team to combat fraudulent activities, ensuring exceptional service delivery, promoting continuous improvement, and ensuring compliance with regulatory requirements. This role offers an opportunity to significantly impact the fight against fraud in a positive and rewarding work environment. Your expertise in digital business policies, processes, products, and solutions will be vital as you drive continuous improvement and deliver exceptional service across all platforms and functions. Ensuring compliance with regulatory requirements is of utmost importance, making your role instrumental in safeguarding our customers and the company from fraudulent activities.
Job responsibilities

• Optimise performance across key operational KPI's, financials and people metrics, while smashing team goals.
• Work collaboratively with the relevant teams to continuously improve operational and business performance, as well as optimise both the customer and employee experience.
• Lead the Fraud team, setting a strong example of customer orientation and fostering a culture of \"Right First Time\".
• Ensure operational excellence, consistency, and transparency in customer experience, as well as delivering exceptional service.
• Act as a subject matter expert in digital banking policies and solutions, collaborating with cross-functional teams to develop top-notch customer experiences.
• Drive performance improvement, providing coaching and mentoring to team members while championing process and product enhancements.
• Collaborate with global teams to maintain exceptional service levels and compliance with regulatory requirements.

Required qualifications, capabilities, and skills

• Leadership experience in managing teams and processes in the financial service industries.
• Digital expertise across various platforms and media.
• Familiarity with digital banking platforms, payment systems, and financial technologies is necessary to understand potential vulnerabilities and fraud trends.
• Ability to thrive in an ambiguous work environment while advocating risk management, compliance, and outstanding customer experiences.
• Knowledge of key compliance frameworks and regulations such as AML, KYC, PEPS, etc..
• Ability to understand and research customer behavior and share knowledge with further teams and peers.
• Excellent communication fluency in German and English.

Preferred qualifications, capabilities and skills

• Previous experience working within Banking/Financial Service institution in a fraud related role.
• Experience in identifying fraud and related financial crime risks and take the appropriate steps to mitigate these risks.
• Knowledge of the German regulatory framework and best practices regarding fraud prevention.
• Change management proficiency, taking ownership of processes and products for colleagues and customers.

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.