Disputes Operations Leader - Senior Associate

JPMorgan Chase; England; On-site; GBP 90,000 - 130,000; Full time

Job summary

J.P. Morgan is seeking a Disputes Operations Team Manager to lead a high-performing group in Merchant Services Disputes Operations. You will guide operations across the dispute lifecycle, drive efficiency, and strengthen controls in a fast-paced, regulated environment.

You will partner with Product, Technology, Risk, and other teams to deliver priorities, manage escalations, and develop talent while reporting to senior stakeholders. Europe-wide leadership is expected.

Qualifications

• Proven leadership of high-performing teams.
• Experience managing disputes operations with defined service levels.
• Ability to analyze operational data and identify root causes.
• Experience handling escalations and risk-aware decisions.
• Strong written and verbal communication with stakeholders.

Responsibilities

• Lead daily dispute and chargeback operations to deliver service, quality, and control outcomes
• Coach and develop 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

Skills

People leadership

Operations management

Data analysis

Risk-aware decision making

Communication

Change management

Job description

J.P. Morgan is seeking a Disputes Operations Team Manager to lead a high-performing group in Merchant Services Disputes Operations. You will guide operations across the dispute lifecycle, drive efficiency, and strengthen controls in a fast-paced, regulated environment.

You will partner with Product, Technology, Risk, and other teams to deliver priorities, manage escalations, and develop talent while reporting to senior stakeholders. Europe-wide leadership is expected.