Would you like to be at the heart of digital transformation within Fraud and Financial Crime Operations?
As a Vice President - Operations Strategy and Delivery - Fraud & Financial Crime you'll balance tactical delivery and strategic direction setting. You will work across teams within Fraud and Financial Crime to enhance our operations for our people, processes, and customer journeys.
Job Responsibilities
- Focus on developing a high performing business operations function, delivering optimised service experience within Fraud and Financial Crime Operations
- Work collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience
- Define, implement and maintain operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service
- Act as subject matter expert for best in class digital business policy, processes, products and solutions
- Collaborate with technology and process engineering teams to design best in class business customer experiences while mitigating risks
- Manage stakeholder relationships working with global teams to ensure we deliver exceptional service at all times
- Operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
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Required qualifications, capabilities and skills
- Relevant expertise in Financial Services banking or another heavily regulated industry
- Proven ability to work collaboratively across teams and with business leaders and managers to implement change
- Strong leadership, communication, presentation and influencing skills
- In-depth understanding of Fraud & Financial Crime operations, ideally within a digital/retail banking or similar environment
- Experience in strategic projects aligning with project, governance and regulatory requirements
- Understanding of contact centre operations, including contact channel development, AI, and the latest innovations in service technology and customer contact centre processes
- A proven track record of what it takes to build and maintain a strong culture and developing this for people, customer & business success
Preferred qualifications, capabilities, and skills
- Experience working with Controls/ Operational Risk Management in a large, complex banking organization in an Operations setting
- Ability to work independently in a dynamic environment of change, challenge and multiple deadlines, maintaining high attention to detail
- Excellent communication skills, including active listening and the ability to capture and deliver key takeaways from engagements in writing
- Strong analytical skills to assess data-driven situations and formulate appropriate conclusions
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.