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.

How will you make an impact in this role?

The newly formed Enterprise Technology Services (ETS) Risk & Control Lead, Enterprise & Digital Platforms and Risk Reduction team, are dedicated to driving effective Operational Risk strategies as the Enterprise undergoes the transformation to strengthen our Risk Management programs, pillars and enablement functions.  With the growing importance of Issues, Events & Remediation management and based on the complexity of the Enterprise Platforms team, these roles will support either the Global Loyalty & Benefits or the Global Accounts Receivable and Payment & Banking teams and will be accountable for running the end-to-end inventory of Issues, Events & Remediation. Specifically, the role requires ensuring that all inventory is being delivered to time, meeting milestones and effective controls are implemented and that all stakeholder communication is effective, ensuring all business units and technology partners engaged are aware of the status and upcoming activities.

The Manager, Issues, Events & Remediation will:

• Own Issues & Events inventory and ensure all milestones are met.

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

• Scope, prioritize, and support remediation of issues by influencing BU, who own and execute Issues and Operational Risk Event (ORE) remediation

• Oversee the remediation process, including tracking progress, validate resolution efficacy, and communicate status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) teams as necessary

• Mitigate the risk of missing timelines and put in processes to ensure escalations are completed ahead of time.

• Ensure all inventory is tracked and completed to the process standards, ensuring sign off is achieved from compliance, and all necessary steps are captured.

• Document and maintain records of issues/OREs and remediations to ensure transparency and accountability in the issue management process and elevate the quality of control enhancements by advising causal or owning teams of how to enhance their controls.

• Perform sample testing of issues to ensure resolution is complete and effective and drive improved inventory quality

• Conduct thematic analysis to identify trends in issues and events to identify potential systemic risks or control weaknesses within BU processes.

• Provide executive reporting for stakeholders and ensure all issues have clear plans in place that will be met as well as prepare and present detailed reports on issue status, trends, and outcomes to senior management and governance committees

• Build and maintain strong, trusted relationships with senior leaders and key stakeholders, effectively communicating, managing expectations and ensuring alignment on goals, timelines and outcomes.

• Champion organizational change, ensuring teams are aligned, informed and supported.

• Lead, inspire and align cross-functional teams, fostering a culture of accountability, collaboration and continuous improvement and development.

• Be a strategic thinker with ability to investigate root-cause, problem solve and implement effective solutions to address repeated issue types.

• Engage with key stakeholders, including business unit leaders, compliance officers, and regulatory bodies, to facilitate effective issue management and resolution

• Be a key leader for 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

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

• Exceptional stakeholder management skills, especially with senior leadership.

• Strong business acumen with the ability to quickly understand and synthesize business needs.

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: $123,000.00 to $215,250.00 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 United States is required as the company will not pursue visa sponsorship for these positions.

Job: Technology

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 25020987