Fraud Operations Manager II

JPMorgan Chase & Co. • Tampa, FL

2d

About The Position

As a Fraud Manager II within Core Cash Fraud Operations at JPMorganChase, you will lead a team of Fraud Analysts responsible for investigating fraud activity, mitigating financial losses, securing client accounts, and ensuring timely remediation of fraud events. You will oversee daily operations while balancing exceptional client service, operational excellence, and strong risk management practices.

You will manage analyst performance, operational service levels, quality standards, and compliance with firm policies and regulatory requirements. The role also involves developing talent, driving process improvements, identifying emerging fraud trends, and partnering with cross-functional stakeholders to strengthen fraud controls and enhance the client experience. The position requires an operational leader who can manage a high-performing team in a fast-paced environment and deliver results against productivity, quality, risk, and customer satisfaction objectives.

Requirements

• 5+ years of experience in Fraud Operations, Financial Crimes, Operations, Investigations, Client Service, or a related banking operations environment.
• 2+ years of people management experience leading operational or fraud investigation teams.
• Demonstrated experience managing performance in a production-driven environment with established service level expectations.
• Strong knowledge of fraud investigation processes, fraud mitigation techniques, and operational controls.
• Proven ability to lead and develop high-performing teams.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills, including the ability to communicate effectively with senior management.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong organizational skills, attention to detail, and risk-based decision-making abilities.
• Experience handling confidential customer and firm information in accordance with firm policies and procedures.

Nice To Haves

• Bachelor’s degree in Business, Finance, Criminal Justice, Risk Management, or a related field.
• Experience leading teams within Fraud Operations, Claims Operations, Financial Crimes, Payments Investigations, or Consumer/Commercial Banking Operations.
• Knowledge of payment fraud typologies, including account takeover, wire fraud, ACH fraud, check fraud, and digital payment fraud.
• Experience using data analytics and business reporting tools to drive operational performance.
• Advanced proficiency in Microsoft Excel, PowerPoint, and Word.

Responsibilities

• Lead, coach, and develop Fraud Analysts responsible for fraud investigations and client remediation.
• Conduct performance management, coaching, development planning, talent assessments, and performance reviews.
• Foster accountability, teamwork, client focus, and continuous improvement.
• Identify training opportunities and build employees’ fraud, operational, and leadership capabilities.
• Manage staffing, scheduling, workload distribution, and workforce planning.
• Support employee engagement, retention, and succession planning.
• Oversee daily Core Cash Fraud Operations activities to ensure cases, alerts, and claims are processed accurately and within service level agreements.
• Monitor production, quality, loss performance, and operational metrics.
• Resolve escalated fraud investigations, client issues, and complex operational matters.
• Ensure adherence to policies, procedures, controls, and regulatory requirements.
• Conduct quality reviews and implement corrective actions to address performance gaps.
• Balance fraud mitigation efforts with client experience objectives.
• Identify emerging fraud trends and operational risks.
• Partner with Fraud Risk, Compliance, Controls, and Technology teams to strengthen fraud prevention and detection.
• Ensure proper execution of fraud investigation procedures and account security measures.
• Review and approve high-risk decisions and loss prevention strategies within established authority levels.
• Support internal audits, control testing, regulatory reviews, and issue remediation.
• Build relationships with stakeholders across Operations, Fraud Risk, Client Service, Product, Technology, Compliance, and Control Management.
• Communicate operational performance, fraud trends, and risk concerns to senior leadership.
• Participate in governance meetings and strategic discussions concerning Core Cash Fraud Operations.
• Serve as an escalation point for significant fraud events and sensitive client situations.
• Support implementation of new technologies, workflows, and fraud mitigation strategies.
• Promote continuous improvement through employee engagement and operational excellence.

Benefits

• Competitive total rewards package, including base salary and, for eligible roles, commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed