Disputes Operations Lead – Team & Process Optimizer

JPMorgan Chase & Co.; Bournemouth; On-site; GBP 60,000 - 90,000; Full time

Job summary

JPMorgan Chase & Co. in the United Kingdom is seeking an experienced Disputes Operations Team Manager within Merchant Services Disputes Operations.

You will lead a high-performing team through disputes, chargebacks, and risk-focused processes, driving accountability and continuous improvement across Europe. You will manage daily operations, develop talent, and coordinate with Product, Technology, Risk, and other stakeholders to deliver high-quality client outcomes and efficient workflows.

Qualifications

• Demonstrated people leadership experience with 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 time-sensitive settings.
• Strong written and verbal communication skills for stakeholder updates.
• Ability to manage multiple priorities in a fast-paced setting.
• Experience leading change and sustaining improvements.

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 actions for sustained improvements.
• Resolve escalations and complex cases with timely decisions and clear communication.
• Strengthen risk and control execution by identifying issues, actions, and remediation tracking.
• Partner with Product, Technology, Risk, Controls, Learning, and Relationship Management teams.
• Drive process improvements to reduce defects and manual effort across workflows.
• Implement automation and analytics to improve efficiency and consistency of outcomes.
• Prepare and present performance updates and risk topics to senior stakeholders.
• Act as an operational lead for disputes across Europe with governance participation.

Skills

People leadership

Operational workflows

Data analysis

Risk awareness

Communication

Cross-functional partnership

Process improvement

Job description

JPMorgan Chase & Co. in the United Kingdom is seeking an experienced Disputes Operations Team Manager within Merchant Services Disputes Operations.

You will lead a high-performing team through disputes, chargebacks, and risk-focused processes, driving accountability and continuous improvement across Europe. You will manage daily operations, develop talent, and coordinate with Product, Technology, Risk, and other stakeholders to deliver high-quality client outcomes and efficient workflows.