Global Investigations within Global Security is responsible for conducting and coordinating investigations that may impact the firm’s people, assets, facilities, operations, and reputation. The function partners closely with stakeholders across the firm to support consistent, defensible investigative practices and strong governance and oversight. The Global Investigations Operations organization is a newly combined function bringing together the existing Fraud Alert Triage team and Investigative Support team to create a streamlined, high-performing operational backbone for Global Investigation.
As the Head of Global Investigations Operations, on the Global Security team, you will lead the unified operations team and be accountable for end-to-end operational effectiveness across intake, triage, case administration, investigator enablement, and operational controls. A core objective of this role is to manage and lead the transformation of the fraud alert intake process, partnering with SAR filing units across the firm to improve workflow efficiency, quality, governance, and handoffs—ensuring timely, consistent, and well-controlled intake and disposition processes. This transformation will also be designed to enable responsible AI integration and automation across the investigations operations model, improving scalability, reducing manual effort, enhancing consistency, and strengthening oversight through well-governed digital workflows and analytics.
Job Responsibilities
- Lead the combined Global Investigations Operations organization (Triage + Investigative Support) from Tampa, setting direction, priorities, and delivering consistent operational outcomes.
- Own and evolve the investigations intake/operational support operating model, including workflows, case routing, SLAs, escalation paths, and documented procedures.
- Transform the fraud alert intake process with SAR filing units across the firm, redesigning workflows, decision points, and controls to improve speed, quality, and consistency.
- Drive operational modernization to enable AI integration and automation by identifying high-value use cases, defining requirements, and partnering with technology to deliver controlled, measurable outcomes.
- Establish governance and controls for AI-enabled/automated processes (as applicable), including oversight routines, exception handling, documentation standards, and monitoring metrics.
- Build strong cross-functional partnerships (SAR/AML, Compliance, Legal, Technology, Control Management, and business teams) to align requirements, resolve pain points, and drive adoption.
- Lead continuous process improvement, including process definition/refinement, root-cause analysis, risk identification, and control development to ensure auditable operations.
- Establish and manage operational KPIs/KRIs and service management routines (e.g., volume, cycle time, backlog/aging, rework, exception rates, quality) and deliver executive-ready reporting.
- Implement and maintain a quality assurance program for intake/triage and investigative support (sampling, file hygiene, standards adherence, coaching loops) to strengthen consistency and defensibility.
- Partner with technology to enhance tools and workflows for fraud alert intake, triage, and case support (automation, queue management, data quality, reporting enablement).
- Manage staffing models, training, and capacity planning for resilience (surge coverage, critical coverage windows, cross-training), and lead meetings/working sessions with disciplined follow-through while coordinating with internal and vendor partners (as applicable).
Required Qualifications, Capabilities and Skills
- 10+ years of management experience leading operations, intake/triage, investigations operations, fraud operations, or a similarly complex function within a large public or private sector organization.
- Demonstrated experience leading process transformation/change programs across multiple teams, including driving adoption, managing dependencies, and delivering measurable outcomes.
- Strong understanding of fraud alert intake/triage concepts and operational risk considerations, including workflow controls, escalation governance, documentation discipline, and quality oversight.
- Experience driving digital modernization, including automation and/or AI-enabled process enhancements, with demonstrated ability to translate operational needs into clear requirements and measurable outcomes.
- Strong project/program management and operations skills, including ability to manage multiple priorities and deliver under tight timelines.
- Excellent communication (written and oral) and organizational skills, including ability to produce clear operating model documentation and executive reporting.
- Strong critical thinking and problem-solving skills; proven ability to make sound decisions in a fast-paced, high-volume environment.
- Ability to work effectively with a broad range of technical and non-technical stakeholders, including technology teams and risk/control partners.
Preferred Qualifications, Capabilities and Skills
- Experience partnering directly with SAR/AML filing units, financial crime operations, or related investigative/monitoring functions with formal handoffs and governance requirements.
- Experience establishing KPI/KRI dashboards and operational management routines using digital dashboards and analytical tools.
- Experience with controls, audit readiness, and control monitoring/testing support in a regulated environment.
- Experience with workflow tooling, case management platforms, queue management, and/or automation opportunities within investigations or fraud operations.
About Us
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
Skills Required
- 10+ years of management experience leading operations, intake or triage, investigations operations, fraud operations, or a similarly complex function within a large public or private sector organization.
- Experience leading process transformation or change programs across multiple teams, including adoption, dependency management, and measurable outcomes.
- Strong understanding of fraud alert intake and triage concepts, operational risk, workflow controls, escalation governance, documentation, and quality oversight.
- Experience driving digital modernization through automation or AI-enabled process enhancements and translating operational needs into requirements and measurable outcomes.
- Strong project or program management and operations skills, including managing multiple priorities under tight timelines.
- Excellent written and oral communication and organizational skills, including operating model documentation and executive reporting.
- Strong critical thinking and problem-solving skills, with sound decision-making in fast-paced, high-volume environments.
- Ability to work effectively with technical and non-technical stakeholders, including technology teams and risk or control partners.
- Experience partnering with SAR or AML filing units, financial crime operations, or related investigative or monitoring functions with formal handoffs and governance requirements.
- Experience establishing KPI or KRI dashboards and operational management routines using digital dashboards and analytical tools.
- Experience with controls, audit readiness, and control monitoring or testing support in a regulated environment.
- Experience with workflow tooling, case management platforms, queue management, or automation opportunities within investigations or fraud operations.
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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