We are Chase – part of the JPMorgan Chase family.  We are a leading provider of traditional and digital financial services worldwide, our customers are at the heart of everything we do. 

As a Divisional Lead within our Fraud Centre of Excellence at Chase, you will oversee the function, reporting and escalating where necessary to the Operations Functional Lead. You will process changes to improve efficiency, oversight and execution, helping the bank shape the future of digital banking for our customers. 

You will help foster an exceptional and unique culture; a culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people, helping them to live their best purposeful work life each and every day. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.

This role is integral to building what we aim to be an industry-leading fraud operation, protecting the bank, our customers, and the wider public from fraud/financial crime.

Job Responsibilities

Optimise performance across key operational Key Performance Indicators, financials and people metrics.Navigate ambiguity with confidence and comfort, being change champion and owner for processes and products for colleagues and customersWork collaboratively with the relevant squad teams to continuously improve operational and business performance to optimise both the customer and employee experience.Drive a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture.Define, implement, and maintain Operational Excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional serviceHave the ability to operate effectively in a hybrid team working environment using empowerment to create a right first time culture for colleagues and customersDevelop strong partnerships with key stakeholders, proactively build and maintain relationships across the firm 

Required qualifications, capabilities, and skills:

Evidence subject matter expertise in a contact centre or customer facing, fraud or compliance role within Banking, Financial Services or a related industry Knowledge of key compliance frameworks and regulations such as AML, KYC, PEPS etc Experience building and maintaining a strong operational culture, driving people, customer & business success with a proven leadership experience and providing performance management and coachingExcellent communication skills with strong stakeholder management and a proven ability to identify, analyse, plan, prioritise and solve problemsBe comfortable with ambiguity, resilient with a growth mind-set and an exceptional attention to detailDigitally Savvy across different medians and experience with multiple browsers, multiple tabs, window navigation and instant messenger tools Knowledgeable in using the Windows Operating Systems and Microsoft Office tools such as Outlook, Excel, Word, PowerPoint, etc. 

#ICBCareers