Fraud Operations Manager II

Position Overview
Do you enjoy using your detective skills to research complex situations? Join our team to ensure our clients receive the best fraud protection and remediation services in the industry.  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 the delivery of exceptional client service, operational excellence, and strong risk management practices.

In this role, you will be accountable for managing analyst performance, achieving operational service levels, maintaining quality standards, and ensuring compliance with firm policies and regulatory requirements. You will serve as a key leader within Core Cash Fraud Operations by developing talent, driving process improvements, identifying emerging fraud trends, and partnering with cross-functional stakeholders to strengthen fraud controls and enhance the client experience.

This position requires a strong operational leader who can effectively manage a high-performing team in a fast-paced environment while delivering results against productivity, quality, risk, and customer satisfaction objectives.

Job Responsibilities

People Leadership

• Lead, coach, and develop a team of Fraud Analysts responsible for fraud investigations and client remediation activities.
• Conduct performance management activities, including coaching, development planning, talent assessments, and performance reviews.
• Foster a culture of accountability, teamwork, client focus, and continuous improvement.
• Identify training opportunities and develop employees' fraud, operational, and leadership capabilities.
• Manage staffing levels, scheduling, workload distribution, and workforce planning to ensure operational readiness.
• Support employee engagement, retention, and succession planning initiatives.

Operational Management

• Oversee daily Core Cash Fraud Operations activities to ensure fraud cases, alerts, and claims are processed accurately and within established service level agreements.
• Monitor production, quality, loss performance, and operational metrics to drive business results.
• 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.
• Maintain strong operational discipline while balancing fraud mitigation efforts and client experience objectives.

Fraud Risk & Controls

• Identify emerging fraud trends and operational risks impacting the business.
• Partner with Fraud Risk, Compliance, Controls, and Technology teams to strengthen fraud prevention and detection capabilities.
• Ensure proper execution of fraud investigation procedures and account security measures.
• Review and approve high-risk decisions and loss prevention strategies consistent with established authority levels.
• Support internal audits, control testing, regulatory reviews, and issue remediation activities.

Business Partnership & Stakeholder Management

• Build and maintain relationships with key 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 contribute to strategic discussions impacting Core Cash Fraud Operations.
• Act as an escalation point for significant fraud events and sensitive client situations.

Continuous Improvement

• Support implementation of new technologies, workflows, and fraud mitigation strategies.
• Drive a culture of continuous improvement through employee engagement and operational excellence principles.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience in Fraud Operations, Financial Crimes, Operations, Investigations, Client Service, or 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.

Preferred Qualifications, Capabilities, and Skills

• 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, account takeover, wire fraud, ACH fraud, check fraud, and digital payment fraud.
• Experience utilizing data analytics and business reporting tools to drive operational performance.
• Advanced proficiency in Microsoft Excel, PowerPoint, and Word.