Fraud Manager II

Are you a natural leader who excels at collaborating with others to achieve business goals?  Do you thrive in a fast-paced, ever-changing environment and prioritize doing what's right for clients and colleagues, inspiring others to follow your lead? If so, join our dynamic team and make a meaningful impact by crafting compelling narratives that enhance client experiences and foster enduring relationships with both colleagues and clients.
As a Fraud Manager II within JPMorganChase, you will play a pivotal role in safeguarding our financial systems from fraudulent activities. Your expertise in identifying at-risk customers and transactions will be crucial in preventing money laundering and other financial crimes. You will leverage your tech literacy to stay abreast of emerging technologies and use data analytics to identify patterns and trends in fraudulent activities. Your ability to collaborate across functions and your customer service skills will be key in providing front-line support and training to colleagues on fraud prevention policies and procedures. Your role will also involve strategic thinking and systems thinking to continuously improve our fraud detection processes. Your impact will be felt within the department, contributing to the overall security and integrity of our financial systems.

Job Responsibilities

• Build strong fraud SME capability by learning end-to-end processes, supporting escalations/priority work as needed, and serving as a trusted point of contact for guidance and decisioning.
• Learn and facilitate training (policies, procedures, tools, fraud typologies) and reinforce adoption through coaching, feedback loops, and continuous improvement; over time, ensure the team’s learning rhythm is sustained and measurable.
• Lead fraud projects and initiatives (scoping, planning, execution, change management, measurement) that improve fraud detection, operational effectiveness, controls, and client experience—building credibility and deep domain understanding.
• Lead, coach, and develop a team of approximately 8–12 Fraud Analysts, setting clear expectations for quality, productivity, controls, and client outcomes; build an inclusive, high-performing, winning culture.
• Run core manager routines consistently and effectively, including 1:1s, team meetings/huddles, coaching conversations, recognition, and development planning; ensure employees have clarity on priorities and expectations.
• Drive performance management end-to-end (goal setting, ongoing feedback, performance calibration, and timely management of performance gaps) with fairness, consistency, and accountability.
• Manage team execution: capacity planning, prioritization, workflow management, issue escalation, and removal of blockers to meet service and risk objectives.
• Reinforce adherence to fraud policies, procedures, and control expectations; model sound judgment and “do what’s right” decision-making.
• Partner cross-functionally to align fraud prevention policies, procedures, and operating practices; communicate changes clearly and ensure consistent execution.
• Use data and performance insights (trend analysis, root cause, quality findings, KPIs) to improve team outcomes, strengthen controls, and reduce fraud risk.
• Stay current on emerging fraud typologies, technologies, and legislative/regulatory changes; translate insights into practical updates to team practices, training, or controls.

Required Qualifications, Capabilities, and Skills

• People leadership (required): Demonstrated people leadership capability (prior direct management strongly preferred; or substantial team-lead experience) with the ability to coach and develop analysts, set clear expectations, and hold the team accountable for both performance and behaviors.
• Manager operating cadence: Ability to run core manager routines consistently and effectively, including 1:1s, team meetings/huddles, coaching/feedback, goal setting, and performance management, while maintaining a strong team culture and engagement.
• Fraud domain judgment: 2+ years of experience (or equivalent expertise) in fraud detection and prevention, including identifying at-risk customers/transactions, applying policy/procedures, and demonstrating sound judgment in ambiguous scenarios.
• Client experience & partner impact mindset: Ability to balance fraud risk mitigation with client experience considerations, and to lead a team through complex decisions that may introduce friction for clients and business partners.
• Ability to Execute: Strong ability to operate in a fast-paced environment and flex between managing team outcomes and hands-on problem solving (escalations, prioritization shifts, incident response) when business needs require.
• Cross-functional influence: Proven strength in collaboration and stakeholder management across functions; ability to influence, align, and resolve conflict constructively—especially when fraud controls create tension.
• Data-driven performance leadership: Experience leveraging data/metrics (quality, productivity, trends, root cause) to improve decision consistency, reduce rework, strengthen controls, and drive measurable operational outcomes.
• Clear, confident communication: Strong written and verbal communication skills; able to set expectations, deliver difficult messages respectfully, and communicate decisions and tradeoffs clearly to both the team and stakeholders.
• Culture builder: Consistently demonstrates a positive attitude, teamwork, and a commitment to building a healthy, high-performing, inclusive culture with high standards and strong support.
• Tools / technical capability: Strong Microsoft Excel and PowerPoint skills, including the ability to create clear, well-structured slides and supporting commentary for a variety of business forums, and perform quantitative analysis and reporting.

Preferred Qualifications, Capabilities, and Skills

• Payments / industry experience: Preferred experience in merchant acquiring/processing; broader exposure to payments and/or financial services is also acceptable.
• People leadership in complex operations: Experience leading teams in fraud, risk operations, investigations, or a related environment—driving consistent decision quality, productivity, and strong employee engagement in a fast-paced setting.
• Stakeholder partnership in friction-heavy work: Demonstrated ability to partner effectively with business and service teams when controls create client friction—using data, calm communication, and a solutions mindset to improve outcomes and reduce unnecessary friction.
• Change leadership & adoption: Experience rolling out new procedures, tools, or policy changes; able to translate changes into clear expectations, training, and sustained execution.
• Training & coaching capability: Experience facilitating training and reinforcing learning through coaching, QA feedback loops, and ongoing calibration.
• Operational excellence & control discipline: Familiarity with fraud detection/case management tools, QA practices, and operational controls; experience improving accuracy, reducing rework, and strengthening audit readiness.
• Project leadership: Project leadership experience (process improvement, controls, training rollout, tooling changes, analytics-driven enhancements) with demonstrated delivery of measurable outcomes.
• Strategic orientation: Strategic mindset with the ability to anticipate future demands, challenges, and tradeoffs and translate them into actionable plans for the team.
• Growth mindset: Focus on self-development and continuous learning; models curiosity and continuous improvement for the team.
• Working style (people manager): Energetic and dynamic people leader who sets clear priorities, plans team capacity effectively, and drives consistent execution through coaching, accountability, and strong team routines.
• Collaborative, positive, and inclusive leadership: Brings a consistently positive, solutions-oriented mindset; partners exceptionally well across teams; fosters a welcoming environment; and champions the best idea regardless of where it originates.