JPMorgan Fraud Operations Merchant Services - Executive Director 

United States, Texas, Plano 

920887667

As a Fraud Operations Executive Director for Merchant Services, you will oversee fraud activities across various products and services across credit card, debit card, and deposit accounts, with operational strategies aimed at mitigating fraud losses to the Bank and our customers. You will have significant influence by defining long-term business strategies to meet current needs and develop a framework for ongoing enhancements, be responsible for optimizing fraud prevention tools, rules, operations, and client experience, along with designing and sustaining the teams KPIs and KRIs that will meet the needs of all key stakeholders and partners.

Job Responsibilities:

• Managing the day-to-day performance of Fraud Operations for Merchant Services across multiple sites in the U.S. and Philippines.
• Setting the fraud strategy for the merchant service operations fraud function and building a team that can deliver and execute on that strategy.
• Defining the client experience during a Fraud event and ensuring best in class experience.
• Partner and interact with external and internal clients, ranging from front office, operations, technology, audit, sales, product, and risk & controls.
• Leverage experience and aptitude with regard to core fraud functions, which involves proper assessment and decisioning, assessment of customer impact, and client funding issue resolutions, including: terminations, funds holds, reserves and multitude of other factors that help mitigate risk and reduce financial losses.
• Identify root cause of merchant needs to service requests or escalate when needed.
• Manages process exception approvals and escalated merchant concession determination.
• Partner with Risk and Strategy resources on research and automation opportunities.
• Work with Operational Readiness teams to ensure business preparedness for changes.
• Review and approve procedure updates and attest to accuracy.
• Communicate business updates regarding overall health of team and work performed.

Required qualifications, capabilities, and skills:

• 5+ years of relevant work experience managing a global team
• Demonstrated communication and diplomacy skills to work cross-organizationally to influence others, steer results/change and implement projects/processes
• Knowledge and experience of controls, compliance, certification and regulatory aspects of payments in global markets
• Experience working in a fast paced and high-volume queue based financial services function
• Must be a self-starter and detail oriented, with the ability to manage multiple complex change initiatives and priorities across varying timelines concurrently
• Strong ability to absorb data, recognize trends, and make strategic decisions
• Possess proficiency with leveraging data for proactive solutions, problem solving, impact quantification, and reporting
• Demonstrated experience leading department based activities including team performance oversight, escalation assist, coaching, directing, and building a high-performance team culture
• Ability to attract and develop diverse talent as well as develop, motivate, and recognize employees
• Excellent written and verbal communication skills with diverse audiences, including ability to synthesize data into insights and influence through effective storytelling

Preferred qualifications, capabilities, and skills:

• Global experience in payment