Operations Director - Retail Fraud

Chase Consumer & Community Banking (CCB) serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services through our 137,000 employees. 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.

As an Operations Director - Retail Fraud within the Consumer and Community Banking division, you will be tasked with realizing the strategic vision of the organization by implementing plans outlined by senior leadership. Your role will involve leading a dedicated team to execute strategic initiatives and manage a key sector of the retail fraud organization. Your responsibilities will include project management, data analysis, and spearheading the development of the business arm of the organization. You will oversee retail products such as Wires, Checks, Automated Clearing House (ACH), quick payments, and online activities. Additionally, you will be accountable for delivering exceptional customer service, reducing losses and complaints, and decreasing operational costs across the organization in the US, Philippines, and India.

Job Responsibilities:

• Define the organization's purpose and aspirations. A clear vision and mission guide decision-making and align the efforts of all members towards common goals and long-term objectives
• Developing and implementing strategic plans that outline the organization's goals, priorities, and the actions needed to achieve them
• Making informed and timely decisions that consider both short-term and long-term implications for the organization
• Ensuring optimal allocation and utilization of resources, including financial, human, and technological assets, to support strategic initiatives
• Leading and managing organizational change to adapt to evolving market conditions, technologies, and customer needs
• Building and maintaining strong relationships with key stakeholders, including employees, customers, partners, and investors
• Establishing metrics and benchmarks to monitor progress towards strategic goals and making adjustments as necessary
• Fostering a culture of innovation and continuous improvement to drive growth and maintain a competitive edge
• Identifying potential risks and developing strategies to mitigate them while seizing opportunities for growth
• Mentoring and developing future leaders within the organization to ensure a strong leadership pipeline

Required Qualifications, Capabilities and Skills

• 7 years of senior operations leadership experience having managed large and complex teams
• Process management experience
• Influence skills across organizational lines and hierarchical levels
• Strong strategic, analytical and quantitative capabilities
• Ability to thrive in a dynamic and fast paced environment
• Proven track record of driving efficiency and process improvements
• Budgeting, capacity planning and forecasting experience
• Project Management Skills: well-organized, structured approach; ability to achieve tight timelines on complex deliverables.
• Ability to manage and prioritize projects across groups
• Proven record in business innovation and delivering high-impact results including a focus on customer experience
• Strong people management and people development interest

Preferred Qualifications, Capabilities and Skills

• BS or MBA - preferred

ABOUT US

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.