Join Chase, a part of the JPMorgan Chase family, a global leader in traditional and digital financial services. We operate with a start-up mentality within a leading financial institution, aiming to ethically disrupt the UK financial services market. Our goal is to empower our customers with our innovative mobile banking app, backed by a supportive customer service team. Our team is dedicated to creating customer-centric offerings in this exciting new venture.

As Fraud Manager II within our dynamic team, you will play a pivotal role in cultivating an extraordinary and unique work culture. Your responsibilities will include establishing robust operational foundations to maximize the potential of each team member, enabling them to perform their best and find purpose in their work every day. You will be adept at envisioning grand goals while initiating small, understanding the most effective methods to harness our team's capabilities and propel outstanding performance.

Job Responsibilities:

• Optimize performance across key operational KPI’s, financials and people metrics, smashing team goals. 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.
• Handle and be extremely comfortable with ambiguity. Become a multi-channel expert across all platforms and functions that we operate across. Be a critical thinker – establish root cause and champion and own change to improve delivery
• Work collaboratively with the relevant Squad teams to continuously improve operational and business performance to optimize both the customer and employee experience.
• Visualize and see the “big picture”, joining the dots quickly of how people & culture fit into the company’s overall business strategy and goals.
• Are passionate about how creating a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture. Be customer centric with a real focus on ‘out of the box thinking’ to support resolutions and inquiries
• Influence credibly based on experience, business knowledge, depth of insight, market and best practice. Being passionate & curious about people, take extreme accountability, think commercially. Be able to drive results through colleague engagement, creating a culture of success
• Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity. Be Change Champion and Owner for processes and products for colleagues and customers.
• Understand and research customer behavior and share knowledge with wider team and peers. Have intrinsic passion to coach and support delivery of first class service to colleagues and customers
• Be an advocate of our brand and lead and act as a role model to all colleagues and peers
• Have passion to self-learn and develop others within their team and area. Have the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers. 
• Encourage and create an environment where their team can also bring themselves to work. Identify ways to support inclusion and diversity

Required qualifications, capabilities, and skills:

• Subject Matter Expert in a customer facing, fraud or compliance role within Banking, Financial Services or a related industry
• Knowledge of key compliance frameworks and regulations such as AML (Anti-Money Laundering), KYC (Know Your Customer), PEPS (Politically Exposed Persons), etc.
• Previous contact center experience
• Digitally savvy across different medians, experience with multiple browsers, multiple tabs, window navigation and instant messenger tools, fluency in windows operating systems and Microsoft Office tools 
• Leadership experience, performance management and coaching
• Excellent communication and presentation skills, both written and oral, ability to share our vision and goals
• Have a highly successful track record of what it takes to build and maintain a strong operational culture as a force driving people, customer & business success
• Work with the relevant stakeholders to ensure we deliver exceptional service at all times

Please refer to job description.