Division Lead - Fraud Customer Contact (all genders)

Excited by the opportunity to build innovative digital retail banking products and services in a start‑up environment, backed by one of the leading financial service providers worldwide? Join us at JPMorgan Chase & Co. at our newest European hub for Chase Bank, located in the heart of Berlin. In this exciting chapter of continued growth and expansion for Chase, we’re looking for a passionate Division Lead – Fraud Customer Contact Team (all genders) who will lead multiple high‑performing teams, championing a culture of "Right First Time" service, and implementing exceptional operational standards across our fraud operations.

As a Division Lead in the Fraud Customer Contact Team, you will be instrumental in supervising and directing a team committed to aiding our customers who have been victims of fraudulent activities. Your role will encompass providing leadership and guidance to the team, ensuring that support is provided to fraud victims in an efficient and empathetic manner. You will also be responsible for steering the team through changes and operational enhancements. Your duties will extend to leading multiple high‑performing teams, fostering a culture of "Right First Time" service, and enforcing exceptional operational standards across our fraud operations. Furthermore, you will guide the transition from building and expanding the team to the BAU (business as usual) phase.

Join our dynamic team and make a lasting impact in the fight against fraud, while creating a positive and rewarding work environment for our talented team members.

Job Responsibilities

• Demonstrate strong track record of cultivating a "Right First Time" service culture that emphasizes exceptional customer experience.
• Implement and maintain high operational standards in a dynamic and international work environment.
• Build expertise in digital business policies, processes, products, and solutions within the financial services sector.
• Excel in an ever‑evolving business landscape, with experience in high‑growth or start‑up environments.
• Drive cross‑functional collaboration to develop superior customer experiences while managing risks effectively.

Required qualifications, capabilities, and skills

• Proven leadership and change experience in scaling financial environments.
• Familiarity with digital banking platforms, payment systems, and financial technologies as well as a good understanding of fraud detection technologies and data analytics.
• Ability to thrive in an ambiguous work environment while advocating risk management, compliance, and outstanding customer experiences.
• Previous experience working within Banking/Financial Service institution in a fraud related role.
• Ability to understand and research customer behaviour and share knowledge with further teams and peers.
• Experience in shaping operational processes and managing changes during growing business environments.
• Excellent communication skills in fluent English and German.

Preferred qualifications, capabilities and skills

• Knowledge of the German regulatory framework and best practice regarding fraud prevention.
• Knowledge of key compliance frameworks and regulations such as AML, KYC, PEPS, etc.
• Proven experience leading and managing multiple fraud operations teams.