Vice President, Operations Strategy and Delivery, Fraud & Financial Crime

J.P. MORGAN-1; Scotland; On-site; GBP 70,000 - 120,000; Full time

Job summary

A leading company in financial services is seeking a Vice President for Operations Strategy and Delivery, focusing on Fraud and Financial Crime. This role involves optimizing service delivery and enhancing operational excellence while collaborating with various teams to provide exceptional customer experiences. Candidates should have strong leadership skills and relevant industry experience.

Qualifications

• Relevant expertise in Financial Services or regulated industry.
• Proven ability to implement change collaboratively.
• Experience in strategic projects aligning with regulatory requirements.

Responsibilities

• Develop a high-performing operations function in Fraud & Financial Crime.
• Collaborate to enhance operational and business performance.
• Act as a subject matter expert for digital business policies.

Skills

Leadership

Communication

Analytical Skills

Job description

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

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.
• Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business.
• Understanding of contact centre operations, including contact channel development, AI, and the latest innovations in service technology and customer contact centre processes
• A proven 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
• Prior experience leading or managing a team within an operational environment

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.