Disputes Manager - Senior Associate

JPMorgan Chase & Co.; Christchurch; On-site; GBP 70,000 - 100,000; Full time

Job summary

J.P. Morgan is seeking a Disputes Operations Team Manager to lead a merchant services disputes team and ensure high-quality support across the dispute lifecycle. You will drive daily operations, develop talent, and manage escalations with a focus on risk and controls.

You will partner with Product, Technology and Risk teams to deliver priorities, implement process improvements, and lead change across Europe in a fast-paced environment.

Qualifications

• Experience in payments, merchant services, disputes, or chargeback operations.
• Strong leadership and coaching skills.
• Ability to analyze operational data and drive corrective actions.

Responsibilities

• Lead daily dispute and chargeback operations to deliver service, quality, and control outcomes.
• Manage team performance through goal setting, coaching, feedback, and development planning.
• Monitor operational metrics and translate trends into clear actions and sustained improvements.
• Resolve escalations and complex cases, ensuring timely decisions and effective communication.
• Strengthen risk and control execution by identifying issues, implementing actions, and tracking remediation.
• Partner with Product, Technology, Risk, Controls, Learning, and Relationship Management teams to deliver shared priorities.
• Drive process improvement to reduce defects, rework, and manual effort across workflows.
• Implement automation and analytics approaches to improve efficiency and consistency of outcomes.
• Prepare and present performance updates, operational drivers, and risk topics to senior stakeholders.
• Act as an operational lead for disputes across Europe, supporting governance and stakeholder forums.
• Demonstrated people leadership experience, including coaching and performance management.

Skills

Disputes leadership

Stakeholder communication

Process improvement

People management

Data analysis

Job description

As a Disputes Operations Team Manager in Merchant Services Disputes Operations, you will lead a team responsible for delivering consistent, high-quality support across the dispute lifecycle. You will help us run strong daily operations, develop talent, and manage escalations while strengthening risk and control practices. You will use performance data and process improvement to increase efficiency, improve client outcomes, and support a culture of accountability and continuous improvement.,

• Lead daily dispute and chargeback operations to deliver service, quality, and control outcomes
• Manage team performance through goal setting, coaching, feedback, and development planning
• Monitor operational metrics and translate trends into clear actions and sustained improvements
• Resolve escalations and complex cases, ensuring timely decisions and effective communication
• Strengthen risk and control execution by identifying issues, implementing actions, and tracking remediation
• Partner with Product, Technology, Risk, Controls, Learning, and Relationship Management teams to deliver shared priorities
• Drive process improvement to reduce defects, rework, and manual effort across workflows
• Implement automation and analytics approaches to improve efficiency and consistency of outcomes
• Prepare and present performance updates, operational drivers, and risk topics to senior stakeholders
• Act as an operational lead for disputes across Europe, supporting governance and stakeholder forums
• Demonstrated people leadership experience, including coaching and performance management
• Experience managing operational workflows with defined service and quality measures
• Ability to analyze operational data, identify root causes, and implement corrective actions
• Experience handling escalations and making risk-aware decisions in a time-sensitive environment
• Working knowledge of operational risk and control practices, including issue and action management
• Strong written and verbal communication skills, including presenting performance and actions to stakeholders
• Ability to manage multiple priorities and deliver results in a fast-paced setting
• Experience leading change, implementing new processes, and sustaining improved ways of working

Preferred qualifications, capabilities, and skills

• Experience in payments, merchant services, disputes, or chargeback operations
• Experience partnering with product and technology teams to improve workflows and controls
• Experience presenting operational performance, risks, and remediation plans to senior stakeholders
• Experience acting as a regional operational lead and representing operations in governance forums
• Experience with process optimization and workflow redesign in an operations environment
• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes

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., J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.