Division Lead - Fraud Customer Contact (all genders)

Overview

Division Lead – Fraud First Response Team (all genders) at JPMorganChase. Lead multiple high-performing teams and champion a culture of \“Right First Time\“ service while implementing exceptional operational standards across our fraud operations. Location: Berlin, Germany.

Job Description

As a Division Lead in the Fraud First Response Team, you will supervise and direct a team dedicated to helping customers who have been victims of fraudulent activities. You will provide leadership and guidance, ensure efficient and empathetic support for fraud victims, guide the team through changes and operational enhancements, and drive the transition from build to BAU (business as usual). You will foster cross-functional collaboration to deliver superior customer experiences while managing risks effectively.

Responsibilities

• Demonstrate a 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, international environment.
• Develop expertise in digital business policies, processes, products, and solutions within the financial services sector.
• Excel in a high-growth or start-up environment.
• Drive cross-functional collaboration to improve customer experiences while effectively managing risks.

Required Qualifications, Capabilities, And Skills

• Proven leadership and change management experience in scaling financial environments.
• Familiarity with digital banking platforms, payment systems, and financial technologies; 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.
• Experience in Banking/Financial Services in a fraud-related role.
• Ability to understand and research customer behavior and share knowledge with teams and peers.
• Experience shaping operational processes and managing changes during growth phases.
• Excellent communication skills in fluent English and German.

Preferred Qualifications, Capabilities And Skills

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

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to corporations, governments, and individuals. We are an equal opportunity employer and value diversity and inclusion. We do not discriminate on protected attributes. We provide accommodations for applicants and employees as needed. Visit our FAQs for more information about requesting an accommodation.

About The Team

Our corporate teams cover finance, risk, human resources, and marketing. Operations teams develop and manage secure service solutions to meet global client needs, leveraging technology to deliver industry-leading capabilities and user-focused experiences.

Job Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Finance and Sales

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