People Lead Fraud - Customer Contact (all genders)

J.P. Morgan; Berlin; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading financial services provider seeks a People Lead Fraud for their Berlin office to oversee a high-performing team dedicated to fraud protection. The ideal candidate will possess strong leadership skills, digital expertise, and knowledge of compliance regulations in the financial industry. Responsibilities include optimizing operational KPIs and ensuring exceptional customer experiences. Fluency in German and English is essential for ensuring effective communication and compliance within the role.

Qualifikationen

• Leadership experience in managing teams in the financial services industry.
• Ability to thrive in an ambiguous environment while advocating compliance.
• Excellent communication skills in German and English.

Aufgaben

• Optimize performance across key operational KPIs and people metrics.
• Lead the Fraud team, setting a strong example of customer orientation.
• Drive performance improvement by coaching and mentoring team members.

Kenntnisse

Leadership experience

Digital expertise

Communication fluency in German

Knowledge of compliance frameworks

Jobbeschreibung

Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment, backed by one of the leading financial service providers worldwide?

Join us at JPMorgan & Chase Co. at our newest European hub for Chase bank, located in the heart of Berlin. In this exciting chapter of continued growth and expansion for Chase, we’re looking for a passionate People Lead Fraud - Customer Protection (all genders) who will lead a high-performing team dedicated to combating fraudulent activities.

As a People Lead Fraud - Customer Contact (all genders) within our Fraud Team, you will lead a team to combat fraudulent activities, ensure exceptional service delivery, promote continuous improvement, and ensure 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

1. Optimize performance across key operational KPIs, financials, and people metrics, while smashing team goals.
2. Work collaboratively with relevant teams to continuously improve operational and business performance, as well as optimize both customer and employee experience.
3. Lead the Fraud team, setting a strong example of customer orientation and fostering a culture of 'Right First Time'.
4. Ensure operational excellence, consistency, and transparency in customer experience, as well as delivering exceptional service.
5. Act as a subject matter expert in digital banking policies and solutions, collaborating with cross-functional teams to develop top-notch customer experiences.
6. Drive performance improvement, providing coaching and mentoring to team members while championing process and product enhancements.
7. 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 services industry.
• Digital expertise across various platforms and media.
• Familiarity with digital banking platforms, payment systems, and financial technologies 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 other teams and peers.
• Excellent communication fluency in German and English.

Preferred qualifications, capabilities, and skills

• Previous experience working within banking/financial service institutions in a fraud-related role.
• Experience in identifying fraud and related financial crime risks and taking 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.