Job Description

JOB DESCRIPTION

Join us as we build the future of digital banking, where your expertise shapes seamless customer experiences. You'll be part of a passionate, diverse team focused on creating value and driving innovation. At JPMorgan Chase, we empower you to grow your career, expand your skills, and make a real impact. We value curiosity, collaboration, and a commitment to excellence. Discover an environment where your ideas help redefine what's possible in banking.




As a Lead Technical Program Manager - Vice President at JPMorgan Chase within the Digital Retail Banking team, you will design and optimize end-to-end operational processes with a focus on Fraud and Financial Crime. You'll collaborate across product, controls, operations, and technology to ensure every customer journey is robust, compliant, and efficient. Your hands-on approach will translate regulatory and business requirements into clear, actionable process models. You'll help foster a culture of innovation and continuous improvement, making a meaningful impact on our customers and business partners.

Job Responsibilities:

Design and document customer and operational journeys using BPMN 2.0 standards in Signavio Focus on fraud detection, transaction monitoring, AML/KYC, sanctions screening, and case management processes Ensure processes embed legal, compliance, and risk requirements while maintaining strong customer experience outcomes Collaborate with Legal, Compliance, Risk & Control, Operations, and Product teams to validate design accuracy Drive "first-time right" design discipline to minimize downstream rework Conduct process research and benchmarking to identify simplification opportunities Analyze current-state processes to identify gaps, bottlenecks, and automation opportunities Recommend process enhancements that improve efficiency, control effectiveness, and fraud prevention Support integration of LLM-based tools for SOP drafting and knowledge management Partner with Technology and Operations to translate process designs into systems and procedures Manage process-related change tickets and updates in JIRA, maintaining strong hygiene and traceability

Required qualifications, capabilities, and skills:

Experience in process design or business analysis within retail banking and wealth management, ideally across Fraud, Financial Crime, Payments, or Servicing Ability to design or reengineer complex processes that meet operational, regulatory, and customer objectives Understanding of fraud and financial crime frameworks, including AML, KYC, sanctions, suspicious activity reporting, and transaction monitoring Working knowledge of BPMN 2.0 and proficiency in Signavio or similar BPM tools Experience using JIRA for workflow management and Confluence for documentation Skill in synthesizing regulatory and business requirements into clear process logic Strong analytical and problem-solving skills focused on simplification, efficiency, and control Attention to detail with ability to challenge, influence, and engage stakeholders constructively Excellent written and verbal communication skills, including presenting process designs to senior stakeholders Independent, proactive, and delivery-focused mindset

Preferred qualifications, capabilities, and skills:

Exposure to the UK retail banking landscape, products, and regulation Experience with Jira and Confluence Consulting experience with large-scale transformation initiatives in retail banking Key deliverables in Year 1: delivery of assigned process journey designs and change tickets Preferably with exposure to fraud, financial crime, payments, or servicing functions. Exposure to AI/LLM-assisted process or documentation design tools

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