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?

Global Merchant & Network Services (GMNS) brings together American Express' merchant-and network related businesses to enable a sharp focus on using the power of our network to provide unique value to all our mutual customers. The organization manages the relationships with the millions of merchants around the world that accepts American Express and runs the company’s payment network and manages bank partnerships globally.

The objective of the GMNS 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.

GMNS is looking for a Senior 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 Senior Manager, GMNS Issues, Events & Remediation will:

Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediationFacilitate investigation and conduct root cause analysis to address repeated issue typesPerform 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 causesTriage 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 necessaryReview quality assurance of documentation and maintenance of records of issues/OREs and remediations to ensure transparency and accountability in the issue management processAnalyze trends in issues and events to identify potential systemic risks or control weaknesses within BU processesSupport the End-to-End (E2E) BU issue resolution process, embedding accountability and ensuring lessons learned are integrated into future ORM practicesPerform sample testing of issues to ensure resolution is complete and effectiveOpine on specific control enhancements related to issuesEngage with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolutionReview and advise on detailed reports on issue status, trends, and outcomes to senior management and governance committeesSupport sharing insights, better practices, themes, etc. across the enterprise

Minimum Qualifications: 

3+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activitiesStrong project management, communication, and interpersonal skillsExperience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standardsProficient 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 advantageousExperience in at least one of the following:Scoping, prioritizing, and support remediation of operational issuesInvestigating and conducting root cause analysis to address repeated operational risk issue typesPerforming quality assurance on documentation of operational risk issues and eventsOverseeing BU remediation process for operational risk issues and eventsReviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountabilitySupporting and overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practicesExperience in financial services industry

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

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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 Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.