JPMorgan People Lead Fraud - Customer Contact genders 

Germany, Berlin, Berlin 

43953225

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.