fraud manager ii - fraud Call Center cebuJPMorgan Chase

Job Description:
Overview of the function
The Fraud Inbound group is responsible for handling internal and external card member inquiries to detect and prevent current and/or potential Risk/Fraud losses.
The team also handles internal calls from merchants when a referral comes in for authorization due to a fraud strategy or restriction placed on a card member's account.
Reporting to: Operations Leader
Primary role :
The primary Responsibility of this individual would be to manage day to day operations for the function. This would involve managing a team of around 120 to 140 people with 7 to 8 direct reports (Fraud Supervisors). It also involves close coordination and working with other enterprise operations sites to ensure business goals and objectives are met.
Responsibilities:
Provide overall supervision / leadership to the staff during his/ her shift operating window.
Drive retention actively and work on building an inclusive culture
Manage Performance on metrics that drive team as well as site performance
Develop an environment of continuous focus on quantifiable productivity and quality.
Drive the Customer experience through strong governance practices, looking for bad demand, having Listening Posts and effective coaching
Constantly review existing processes and look for opportunities to enhance efficiency
Identify business knowledge gaps and ensure everyone has ownership of deliverables.
Constant and regular review for direct reports. Set expectations with direct reports, regarding positive motivation and leading through accountability. Work towards improving department competency /performance ratings
Develop and lead a team that is responsive to dynamic organizational and operational changes.
Foster and champion High Performance Culture where people are empowered to make decisions that affect their work/environment.
Skilled in MS office, with a strong orientation towards data analysis and management
Excellent communication skills
Ability to multitask
Qualifications:
Graduate in any discipline
Have working Knowledge of Operations Management
Strong Interpersonal skills to be able to communicate internally & externally and at all levels
Strong Drive for Results
Strong Customer Focus
Excellent written & oral communication skills in English
Proven leadership and people management skills
Proven ability to build strong business relationships within the site and across the business
A proactive approach to problem solving, taking ownership of issues and having the determination to follow through & escalate issues as appropriate
Ability to use creative problem solving techniques to solve business issues
Internal Application Eligibility Requirements
TENURE:
Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
Not under Performance Coaching (formerly known as PIP)
CORRECTIVE ACTION:
Employees who were given written warning or higher and within the prescriptive period are not eligible to apply.
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's HR Policies and Guidelines.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or LOB specific guidelines.
Make sure your profile is updated in the new me@jpmc
Jobs. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged
About Us:
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team:
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
JPMorgan Chase

Cebu
Permanent
Full-time