In this episode of Pay It Forward, host Steph Forkins sits down with three dynamic leaders—Marques Charbonnet, Jennifer Acosta, and Harvey Colli—to explore the people, purpose, and culture shaping J.P. Morgan Payments and the future of payments.

From unexpected career pivots and defining leadership moments to behind-the-scenes views of internal mobility at J.P. Morgan Payments, each story offers a personal take on what it means to grow, lead and drive meaningful impact. Learn how they’re helping attract top talent, building authentic employee experiences, and empowering colleagues with the tools they need to succeed.
It’s an inspiring, behind-the-scenes look at the heartbeat of J.P. Morgan Payments—the people moving it forward.

Disclaimer: The views and opinions expressed herein are those of the authors and do not necessarily reflect the views of J.P. Morgan, its affiliates, or its employees. The information set forth herein has been obtained or derived from sources believed to be reliable. Neither the author nor J.P. Morgan makes any representations or warranties as to the information’s accuracy or completeness. The information contained herein has been provided solely for informational purposes and does not constitute an offer, solicitation, advice or recommendation, to make any investment decisions or purchase any financial instruments, and may not be construed as such.Any mentions of third-party trademarks, brand names, products and services are for referential purposes only and any mention thereof is not meant to imply any sponsorship, endorsement, or affiliation.© 2025 JPMorgan Chase & Co. All Rights Reserved.

Most people don’t think twice about how their payments work until they don’t. Whether it’s a fraud alert freezing your card, a delayed online order, or a transaction that won’t go through, payment operations and fraud prevention take center stage.

In this episode, Shao Shroff sits down with Josh Pope, Global Head of Payments Operations and Jenifer Robinson, Global Head of Fraud Prevention, to explore the invisible yet critical world of payments operations. We’ll uncover how these teams work behind the scenes to help transactions flow seamlessly, fraud risks are managed, and businesses stay resilient, even in times of crisis.

Why have payment operations become such a top priority for clients? How has the digital age changed expectations for speed, security, and service? And what really happens when things go wrong? Tune in for a fascinating look at the backbone of the payments ecosystem.

Sources:
1“Did you know we move nearly $10 trillion globally each day through over 170 countries and 120 currencies at more than 5,000 transactions per second?” (Chairman and CEO Letter to Shareholders)

2 “We've seen this business grow from around 8 billion in sales to over 18 billion in sales over the last decade.” (4Q24 Earnings Press Release)

3 “How do you manage the fine balance between keeping 5,000 transactions per second secure” (J.P. Morgan Payments Processes Record Number of Transactions in Europe)

Disclaimer:
The views and opinions expressed herein are those of the author(s) and do not necessarily reflect the views of J.P. Morgan, its affiliates, or its employees. The information set forth herein has been obtained or derived from sources believed to be reliable. Neither the author nor J.P. Morgan makes any representations or warranties as to the information’s accuracy or completeness. The information contained herein has been provided solely for informational purposes and does not constitute an offer, solicitation, advice or recommendation, to make any investment decisions or purchase any financial instruments, and may not be construed as such.

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