Job Details

Description

At American Express, our culture is built on a 175-year history of innovation, shared values and leadership behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Global Servicing (GS) is responsible for the company's customer service, credit, and fraud operations serving consumers, commercial clients, and merchants around the world, as well as global consumer travel and lifestyle servicing. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive innovation, and bringing a human touch to each customer interaction.

GS Control Management supports our organization in identifying, assessing, & managing operational risk and supporting customer complaints resolution & privacy rights, to maintain a strong & consistent risk & control culture across GS.

The objective of the GS Control Management Issues, Events & Remediation team is to ensure timely identification, response, and resolution of risk events and issues to minimize impact, as well as to prevent recurrence through effective remediation and lesson learning.

GS is looking for a Manager of Issues, Events & Remediation focused on ensuring control management is embedded in the day-to-day operations of our organization. It will involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

The Manager, GS Issues, Events & Remediation will:

• Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation

• Facilitate investigation and conduct root cause analysis to address repeated issue types

• Perform quality assurance on documentation of issue/ORE type, urgency, severity/impact (e.g., impact analysis), and investigate as necessary to understand and address the root causes

• Triage the areas of remediation process, including tracking progress, validating resolution efficacy, communicating status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) teams as necessary

• Review quality assurance of documentation and maintenance of records of issues/OREs and remediations to ensure transparency and accountability in the issue management process

• Support the End-to-End (E2E) BU issue resolution process, embedding accountability and ensuring lessons learned are integrated into future ORM practices

• Opine on specific control enhancements related to issues

• Engage with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution

• Review and advise on detailed reports on issue status, trends, and outcomes to senior management and governance committees

• Support sharing insights, better practices, themes, etc. across the enterprise

Required Qualifications:

• 3 Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities

• Strong project management, communication, and interpersonal skills

• Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards

• Proficient analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

Preferred Qualifications :

• Bachelor's Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

• Experience in at least one of the following:

• Scoping, prioritizing, and support remediation of operational issues

• Investigating and conducting root cause analysis to address repeated operational risk issue types

• Performing quality assurance on documentation of operational risk issues and events

• Overseeing BU remediation process for operational risk issues and events

• Reviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountability

• Supporting and overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices

• Experience in financial services industry

Qualifications

Salary Range: $80,000.00 to $165,000.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries

• Bonus incentives

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

• Free and confidential counseling support through our Healthy Minds program

• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Job: Operations

Primary Location: US-Arizona-Phoenix

Other Locations: US-Florida-Sunrise

Schedule Full-time

Req ID: 25015474