Fraud Manager 3-Business Operations

Advance your career with JPMorganChase’s Merchant Services Fraud organization, where innovation, disciplined execution, and operational excellence come together to strengthen fraud prevention, protect customers, and improve business performance. If you enjoy turning complex data and competing priorities into clear decisions, improving processes at scale, and acting as a trusted advisor to senior leaders, this role offers a high-impact platform to do exactly that—while contributing to best-in-class client protection and a stronger client experience.

As a Merchant Services Fraud Business Management Lead (Vice President), you will serve as a trusted advisor and counterweight to Business/Group Heads—helping shape strategy, optimize performance, and drive strong governance through cross-functional partnership. This is a dynamic, time-pressured, and highly visible role that translates strategic priorities into tangible execution across Merchant Services, coordinating the right resources to deliver outcomes that matter to both the firm and our clients.

You will run core business management cadences and executive communications—owning leadership-ready reporting and presentations and shaping the Merchant Services Fraud narrative for senior leadership updates and global town halls. You will lead performance management across KPI/KRI, scorecards, and OKRs, delivering rigorous insights, variance analysis, and escalation of emerging risks and trends to enable timely decisions. You will track strategic investments and initiatives through to delivery, support budget management from internal work rates through case-level budget oversight aligned to the capacity model, and partner closely with Finance, Technology, Operations, Legal, and Compliance to align priorities, resolve blockers, and strengthen end-to-end execution.

In addition, you will help elevate how we deliver fraud detection, prevention, and remediation outcomes by improving the operating model, governance routines, and tool enablement that support teams managing complex situations and customer expectations. You will also govern “single source of truth” repositories and enabling tools, driving continuous improvement and automation to reduce manual effort and operational risk—while supporting a culture focused on excellence, client satisfaction, and ongoing development.

Job Responsibilities

• Lead business management cadences and executive communications (including the MS Fraud narrative): Run business reviews, executive reporting, leadership meetings, and planning/offsite events; produce leadership-ready materials across weekly/monthly/quarterly rhythms (e.g., MBR decks including Senior Leadership versions, weekly inventory slides, quarterly accomplishments) with clear narratives, decisions, and actions; craft and deliver a consistent, data-backed Merchant Services Fraud narrative for leadership updates and global town halls.
• Own performance management and reporting governance: Own KPI/KRI, scorecards, and monthly metrics reporting end-to-end (definitions, data integrity/validation, refresh cadence, variance analysis), including quarterly KRI updates and clear escalation of trends, outliers, and emerging issues.
• Support budget management tied to capacity planning: Partner with Finance and business leads to support budget management from internal work rates through case-level budget tracking, ensuring financial inputs align to (and inform) the capacity model and delivery plans.
• Drive strategy execution, OKRs, and investment tracking: Lead OKR development and governance (setting, accountability, progress visibility) and track strategic investment proposals and delivery against approved plans, milestones, and decisions via transparent status/decision logs.
• Deliver data-driven insights that improve outcomes: Translate data and stakeholder input into actionable recommendations that improve productivity, operating effectiveness, cost/efficiency, and overall bottom-line performance.
• Enable cross-functional alignment and end-to-end delivery: Drive a product-centric operating approach across the full lifecycle (strategy, delivery, adoption, and outcomes) by partnering with key stakeholders and functional partners (Finance, Tech, Ops, Legal, Compliance) to clarify ownership, align priorities, and resolve blockers.
• Own key operational infrastructure and tooling: Govern “single source of truth” repositories (SharePoint/shared drives—structure, permissions, version control, content hygiene) and provide business ownership for user tools and reporting assets (including BRDs), driving technology enhancements and automation in partnership with Tech.
• Manage operational readiness, resiliency, and risk/compliance activities: Define future operational support plans and ownership; conduct horizon scanning to inform leadership of emerging trends and implications; lead business resiliency planning; continuously improve manual exception processes; and coordinate required governance/affirmations and recertifications (e.g., DART evergreen affirmations, IRM recertification, IAS oversight) while identifying, escalating, and mitigating business risks (legal/regulatory, capacity, extraordinary costs).

Required Qualifications, Capabilities, and Skills  

• Education: Bachelor’s degree in Business, Finance, Economics, or a related field (or equivalent experience).
• Domain / role experience: Prior Business Management experience and/or strong product knowledge in Merchant Services, ideally in a matrixed, cross-functional environment.
• Business analysis & data discipline (5+ years overall experience): 5+ years of overall experience with demonstrated business-analysis capability—data collection, validation and integrity checks, requirements definition, effective utilization of data, and clear synthesis into decision-oriented insights and reporting.
• Program / project management: Excellent organizational and project management skills; able to manage multiple workstreams with strong attention to detail and a structured, logical approach.
• Strategic ownership & delivery: Ability to define a strategic agenda spanning multiple groups and drive it through to completion, including alignment, execution, and measurable outcomes.
• Stakeholder management & executive presence: Proven ability to build strong internal relationships across a broad set of functions and communicate effectively with senior and global business leaders.
• Communication: Excellent written and verbal communication skills; able to create crisp narratives and present complex topics clearly.
• Tools / technical capability: Strong Microsoft PowerPoint and Microsoft Excel skills, including the ability to build executive-ready presentations and perform quantitative analysis and reporting.

Preferred Qualifications, Skills and Capabilities:

• Relevant functional experience: Experience in business management, operations, project management, and/or business strategy roles.
• Industry experience: Preferred experience in merchant acquiring/processing; broader exposure to payments and/or financial services is also acceptable.
• Strategic orientation: Strategic mindset with the ability to anticipate future demands, challenges, and tradeoffs, and translate them into actionable plans.
• Continuous improvement: Ability to evaluate, refine, and standardize management processes; adapt to emerging threats and trends while maintaining operating efficiency.
• Facilitation & alignment: Ability to facilitate meetings and multi-stakeholder dialogues to drive alignment, decisions, and follow-through.
• Network building: Experience building and expanding business management networks/communities to share best practices and improve consistency across teams.
• OKR familiarity: Familiarity with Objectives and Key Results (OKR) frameworks (goal-setting and progress tracking).
• Growth mindset: Focus on self-development and continuous learning.
• Working style: Energetic and dynamic; highly motivated self-starter with excellent time management and prioritization skills.
• Collaborative, positive, and inclusive team approach: Brings a consistently positive, solutions-oriented mindset; partners exceptionally well across teams; and fosters a welcoming environment by prioritizing the best outcome over ownership championing strong ideas regardless of where they originate.