Global Investigations Operations Leader

JPMorgan Chase & Co.; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Head of Global Investigations Operations within Global Security in New York.

You will lead the unified investigations operations team, accountable for intake, triage, case administration, investigator enablement, and controls, while driving AI-enabled transformations across workflows and governance. The role emphasizes building cross-functional partnerships, optimizing processes, and delivering executive-ready reporting.

Qualifications

• 10+ years of management experience leading operations, intake/triage, or equivalent complex function.
• Proven track record delivering process transformations across multiple teams.
• Strong understanding of fraud alert intake/triage concepts, governance and quality oversight.
• Experience driving digital modernization with measurable outcomes.
• Excellent communication and organizational skills with executive reporting.

Responsibilities

• Lead the Global Investigations Operations organization (Triage + Investigative Support) and set direction and priorities.
• Own the investigations intake/operational support model, including workflows, SLAs, routing, and procedures.
• Transform the fraud alert intake process with SAR filing units to improve speed, quality, and consistency.
• Drive modernization to enable AI integration and automation with clear requirements and measurable outcomes.
• Establish governance for AI-enabled processes, including oversight, documentation, and monitoring.
• Build cross-functional partnerships (SAR/AML, Compliance, Legal, Technology, Controls) to align requirements.
• Lead continuous process improvement with root-cause analysis and risk identification.
• Establish KPIs/KRIs and service management routines with executive reporting.
• Implement a QA program for intake/triage and case support to strengthen defensibility.
• Partner with technology to enhance tools/workflows for intake, triage, and case support.
• Manage staffing models, training, and capacity planning for resilience and surge coverage.

Skills

Leadership

Operations management

Stakeholder management

Digital transformation

Project management

Tools

Case management platforms

Automation tools

Dashboard tools

Job description

JPMorgan Chase & Co. is seeking a Head of Global Investigations Operations within Global Security in New York.

You will lead the unified investigations operations team, accountable for intake, triage, case administration, investigator enablement, and controls, while driving AI-enabled transformations across workflows and governance. The role emphasizes building cross-functional partnerships, optimizing processes, and delivering executive-ready reporting.