At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviours, 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?
ICS Governance & Control sits within International Card Services (ICS) which comprises of all the issuing functions across all 28 international markets excluding the US - colleagues operate across a variety of geographies and disciplines. ICS issues products to our Consumer and Commercial customers – the organization is an integral part of the global growth strategy for American Express; offering differentiated products and services is critical to our success and promises to drive significant growth and value through the delivery of innovative products, tailored to the needs of our customers.
The objective of the ICS 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.
ICS Control Management 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, ICS Control Management Issues, Events & Remediation will:
1. Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation
2. Support and develop Issues, Events & Remediation data reporting and analytics
3. Facilitate investigation and conduct root cause analysis to address repeated issue types
4. 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
5. 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
6. Review quality assurance of documentation and maintenance of records of issues/OREs and remediations to ensure transparency and accountability in the issue management process
7. Analyze trends in issues and events to identify potential systemic risks or control weaknesses within BU processes
8. Support the End-to-End (E2E) BU issue resolution process, embedding accountability and ensuring lessons learned are integrated into future ORM practices
9. Perform sample testing of issues to ensure resolution is complete and effective
10. Opine on specific control enhancements related to issues
11. Engage with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution
12. Review and advise on detailed reports on issue status, trends, and outcomes to senior management and governance committees
13. Support sharing insights, better practices, themes, etc. across the enterprise
Minimum Qualifications:
14. 3+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities
15. Strong project management, communication, and interpersonal skills
16. Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards
17. Proficient analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively [BU-SPECIFIC]
Preferred Qualifications:
18. Bachelor's Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous
19. Experience 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 practices
20. Experience in financial services industry
ORMCM
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
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:
21. Competitive base salaries
22. Bonus incentives
23. Support for financial-well-being and retirement
24. Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
25. Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
26. Generous paid parental leave policies (depending on your location)
27. Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
28. Free and confidential counseling support through our Healthy Minds program
29. 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.