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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service
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:
Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation
Support and develop Issues, Events & Remediation data reporting and analytics
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
Analyze trends in issues and events to identify potential systemic risks or control weaknesses within BU processes
Support the End-to-End (E2E) BU 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 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
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 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
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:
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.