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ED, Retail Fraud Prevention - Head of Check Fraud Operations

Req #: 170109121
Location: Columbus, OH, US
Job Category: Operations
Job Description:

Overview

 

The Retail Fraud Prevention (RFP) team is part of the Fraud, Claims and Disputes (FCD) function with in Consumer & Business Banking Business. The RFP team is responsible for monitoring high risk suspicious transactions pertaining to Check Fraud, Electronic Money Movement and New Account Screening. In addition the Fraud Hotline call center handles calls from customers & the Chase Branches on all Fraud Related issue

 

Job Description

 

The ED will lead the Check Fraud Prevention teams responsible for achieving and minimizing fraud losses for JPMC while delivering outstanding customer service and minimizing customer impact. This team is responsible for reviewing suspicious customer deposits made from various channels, including ATM, Teller, and Remote. In addition, the team also reviews checks written by our customers that come in for clearing to identify instances of potential losses. The team consists of approximately 750 employees located globally in 5 sites including Columbus, Houston, Bengaluru, Mumbai and Manila

 

The Operations Director is directly responsible for an Operating Expense Budget (NIE) of ~ $21MM and a Net Operating Loss budget (NOL) of $150 MM.

 

This leader also partners closely across multiple areas within the firm including senior executives across Treasury, Consumer Bank Risk Management (CBRM), Digital Operations (CIG), Commercial Bank, Private Bank, and to deliver the most efficient risk prevention balanced with customer experience.

 

JPMorgan Chase creates lifelong, engaged relationships with our customers by being a trusted provider of financial services.  Our employees embrace our values of Integrity, Collaboration, Service, Ownership, and Innovation.  The successful candidate will:

  • Evaluate and analyze data from multiple sources in a fast-paced environment.

  • Understand process management and business ownership

  • Consistently lead staff by example, and effectively coach employees in a positive manner for improved results

  • Approve large dollar transactions and escalations, with outstanding judgment and decision making

  • Have excellent communication and personal skills

Be focused on the customer and the organization's business goals and profitability

 

 

Job Responsibilities

  • Manage a team of approximately 750 front-line analysts. Direct reports include 7 Division Leaders in Columbus, Houston, Manila, Bengaluru and Mumbai.

  • Operational ownership of ~ $170 MM annual budget including $21MM in operating expense and $150MM in Net Operating Loss.

  • Lead the Fraud Prevention functions from beginning to end creating the best customer experience possible, customized for segments/products as requested by the business.

  • Define customer contact strategies and operational policies to reduce Net Operating Loss and minimize customer impact in an efficient manner in partnership with Risk Management and other support organizations.

  • Ensure a stable operating environment in partnership with IT and other support organizations.  Partnership with IT also spans execution of technology initiatives to further enhance the operating environment towards continuous improvement and improved controls.

  • Create an employee experience where employees love their jobs and are proud to work for Chase

  • Run the business with discipline and strong controls to grow profitably  

  • Long-term strategic visioning to reduce NIE and NOL, improve the customer experience and enhance the employee experience while improving controls.

  • Develop world-class talent; develop the best managers in the industry; Attract and retain employees with diverse backgrounds and experiences.

  • Ensure employee satisfaction and retention goals are met.

  • Coach, counsel and develop direct and indirect employees.

  • Ensure all operational metrics are achieved.

  • Create the infrastructure to easily communicate and train on changes within the organization with no impact SLA’s and productivity goals

Qualifications

  • Bachelor's degree or equivalent work experience

  • 7-10 years of senior operations leadership experience having managed large teams

  • Experience in Fraud Risk Management is preferable

  • Experience and working knowledge of US banking industry is preferable

  • Working knowledge of risk and operational management concepts and the ability to understand and interpret the impact of policy and procedural changes. 

  • Action oriented with a proven track record of delivering high-impact results including exceptional customer service

  • Ability to lead team toward common goals and objectives

  • Ability to coach and develop members of staff

  • Ability to work in Matrix environment

  • Adapt to changing needs & deadlines and remain calm when under pressure

  • Strong analytical skills, advanced judgment capability, strong problem solving and timely decision making ability

  • Proven track record of driving efficiency and process improvements

  • Budgeting, capacity planning and forecasting experience

  • Understanding of Program / Project management disciplines

  • Strong written and verbal communication skills

  • Highly flexible and able to adapt to change

  • Detailed oriented and have the ability to work independently and manage project teams

  • Ability to work in a team environment, provide oversight and directly influence change

  • Ability to identify issues, work collaboratively to recommend and implement solutions

  • Results and client focused with a sense of urgency

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