JPMorgan Chase & Co.
Escalations Team Lead
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Escalations Team Lead – Financial Crime
As a Escalations Team Lead in our Financial Crime team, you will be responsible for the day-to-day management and oversight of the Escalations team. Your responsibilities will include acting as the team’s primary referral point and serving as an Subject Matter Expert (SME) on all escalations-related matters.
The Escalations Team is responsible for:
- Assessment of escalations raised by internal teams
- Decision-making on off-boarding/retain recommendations, ensuring rationale is acceptable and providing clear outcomes
- Identification of red flags and determining whether cases require escalation to the committee
- Completion of follow-up actions post-exit decisions
- Management of the relationship review journey, ensuring compliance with Service Level Agreements (SLAs)
Job Responsibilities
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Case Oversight & Quality Control
- Manage the Escalations pipeline, directing oversight of incoming cases
- Ensure all escalations undergo review, assessment, and correct decision-making by specialists
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Committee Leadership & Stakeholder Engagement
- Chair Committee meetings and provide concise case summaries for assessment
- Steer senior stakeholders within allotted timeframes
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Team Performance & Development
- Set clear performance targets for Escalations Specialists
- Conduct performance reviews and drive career and personal development
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Change Management & Training Support
- Assist with integrating new Escalations policies, procedures, and training materials
- Collaborate with management on new joiner onboarding and ongoing knowledge sharing
- Gather stakeholder feedback and promote best practices
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KPI Alignment & Risk Mitigation
- Partner with Senior Management to align Key Performance Indicators (KPIs) with business needs
- Monitor metrics reporting, highlight concerns, propose resolutions, and track progress
Requirements
Essential Qualifications & Skills
- Proven management/coaching experience with a track record of successful leadership
- KYC/AML experience or prior role requiring research, problem-solving, and critical analysis
- Strong understanding of Key Customer Due Diligence (KYC) and Anti-Money Laundering (AML) risks
- Exceptional communication skills (written and verbal), with experience in stakeholder management and upward reporting
- Ability to identify, analyse, prioritise, and resolve complex issues with structured solutions
- Proven ability to manage change, lead adoption, and onboard multiple stakeholders
- Multitasking and prioritisation expertise – balancing stakeholder engagement while researching and resolving critical issues
- Strong time management under pressure, with the ability to instil this discipline in the team
- Independent decision-making with analytical skills to produce clear, concise reports
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Preferred Qualifications & Skills
- Experience in Banking/Financial Services
- Background in Relationship Review/AML or KYC environments
- Familiarity with digital banking platforms and Microsoft Office Suite
Our Commitment to Diversity & Inclusion
J.P. Morgan is a global leader in financial services, committed to building trusted long-term partnerships with clients. We value diversity and inclusion, ensuring an equal opportunity and equitable workplace.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital/veteran status, disability, or any other protected attribute. Reasonable accommodations are made for employee needs.
Our Corporate Functions teams—finance, risk, human resources, and marketing—drive global success by setting internal standards that support our clients, customers, and employees.
For more information, visit our FAQs on accommodations.
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