Laura Robertson
Channel Manager
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About
Dynamic Financial Services professional with 8+ years' experience in Change Delivery, Fraud Operations, and People Leadership at JP Morgan Chase. Proven track record in leading complex, cross-functional projects, designing and implementing robust controls, and driving regulatory compliance within highly regulated environments. Adept at interpreting regulations into actionable business requirements, managing multiple initiatives, and partnering with global stakeholders to deliver quality outcomes.
Recognized for creative problem solving, resilience under pressure, and focused execution. Passionate about secure, efficient operations, continuous improvement, and customer advocacy.
Experience
Fraud Channel Manager - JP Morgan Chase & Co
(2023-03)
- Own and lead cross-functional projects: Built and currently lead the Fraud Treasury Reconciliation team, developing specialized processes to support Treasury operations and ensure robust fraud controls.
- Project & Change Management: Designed and implemented internal fraud processes tailored to Treasury needs, enhancing reconciliation accuracy and operational efficiency.
- Regulatory & Compliance Engagement: Lead the Assurance Team within Fraud Controls, delivering assurance reviews and supporting regulatory compliance, including preparation for audits and regulatory exams.
- Risk & Control Culture: Analyse assessment results, identify errors and themes, and recommend corrective actions to strengthen controls and foster a proactive risk culture.
- Stakeholder Management: Partner with product, operations, technology, and risk teams to drive service improvement through QA learnings and root cause analysis.
- Data-Driven Insights: Produce MI dashboards and Monthly Business Review Insight packs for senior stakeholders, supporting data-driven decision making.
- Change Delivery: Support embedding of change initiatives to improve processes and outcomes, including reconciliation and process mapping.
- Team Leadership: Coach team members to improve performance and develop QA capability across the
People Lead - JP Morgan Chase & Co
(2022-01 - 2023-03)
- Delivered QA reviews of contact channels (calls, chat, email) to ensure compliant and customer-centric service.
- Identified fraud patterns and contributed to continuous process improvement and risk mitigation.
- Supported onboarding, KYC, and PEP reviews with a strong compliance and controls focus.
- Provided monthly performance coaching based on QA findings, building SME capability within the team.
- Built strong relationships across teams, adapting to individual development needs and managing stakeholder expectations.
Sales Improvement Lead (Operational Assurance Consultant) - Sky TV
(2019-06 - 2021-12)
- Led projects focused on customer journey improvement using operational data and insight.
- Identified and analysed performance issues, delivering actionable recommendations.
- Proposed process and system changes that improved customer and agent outcomes.
- Reviewed key customer journeys to enhance quality and drive self-service adoption.
- Analysed operational data to identify pain points and propose enhancements.
Various Leadership & Advisor Roles - Sky TV
(2016 - 2019)
- Lead Accessible Customer and Broadband Case Management Teams to deliver high quality Service.
- Coached Advisors and monitored quality to ensure strong customer outcomes.
- Used feedback and QA scoring to enhance individual and Team performance.
