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