You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships. 

As a Fraud Manager II in JPMorgan Chase, you will directly manage 6-8 Team Leaders along with 100 Specialists and/or Analysts who are responsible for engaging with our customers to offer options that provide appropriate solutions and/or processing the work associated with this function.  You will also be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, and managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and control guidelines within complex functions and processes, which will involve higher level decision making and empowerments. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. And, you will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

  Job responsibilities Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business, including developing and delivering executive and external reporting and other communications.   Make informed business decisions using your independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures, relationships with critical partners, expanded empowerments and increased authority levels, to enhance the performance of the department and business.   Identify and own end-to-end process improvement opportunities, which may include recommending solution(s), developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change management leadership team as necessary.  Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations, while independently resolving escalations.   Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards. Demonstrate the firm wide Manager Capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you’re doing, and summarize your impact in your year-end Self-Evaluation.

All Applicants are required to be located in the following states: Plano, TX

Required qualifications, capabilities, and skills   3+ years of relevant business experience, including customer service and/or Implementation Strong interpersonal, influencing, communication and partnership skills Strong business acumen combined with demonstrated experience structuring and implementation Ability to drive results in a fast-paced and dynamic environment, take ownership and manage through conflict Change Management skills Data analysis skills Proficiency in Microsoft Office Suite Preferred qualifications, capabilities, and skills Previous financial industry experience   People management experience   BS/BA Degree - Communications, Finance, or Business preferred or equivalent military or work related experience 2-3 years of experience in a call center environment or Back Office Operations leading large teams   Work schedule This hybrid role requires going into the office three days a week with two days flexibility to work from home, subject to change