Director Control Management

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 youll 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 Servicing (GS) is responsible for the companys 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 worlds best customer experience every day by building on Amexs 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 Director of Issues Events & Remediation to lead a diverse team of high-performing professionals 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.

Global Servicing (GS) is responsible for the companys 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 worlds best customer experience every day by building on Amexs 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 Director of Issues Events & Remediation to lead a diverse team of high-performing professionals 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 Director GS Issues Events & Remediation will:

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

• Investigate 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

• 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

• Document and maintain records of issues/OREs and remediations to ensure transparency and accountability in the issue management process

• Analyze trends in issues and events to identify potential systemic risks or control weaknesses within BU processes

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

• Perform sample testing of issues to ensure resolution is complete and effective

• Opine on specific control enhancements related to issues

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

• Prepare and present detailed reports on issue status trends and outcomes to senior management and governance committees

• Be a key leader for sharing insights better practices themes etc. across the enterprise

Required Qualifications:

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

• Excellent project management communication and interpersonal skills with an ability to interact and obtain buy-in from senior BU/tech counterparts

• Expertise in process governance with a track record of establishing and overseeing robust decision-making processes that align with policies regulatory frameworks and/or operational standards

• Experience within financial services industry

• Strong analytical and problem-solving skills with an ability to analyze data identify trends and evaluate risk scenarios effectively BU-SPECIFIC

• Demonstrated history and ability to manage large teams spread over geographies and with varying backgrounds

Preferred Qualifications:

• Bachelors 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 the remediation process for operational risk issues and events

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

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

Salary Range: $123000.00 to $215250.00 annually bonus equity (if applicable) benefits

The above represents the expected salary range for this job requisition. Ultimately in determining your pay well 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. Thats 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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