Job Description

At American Express, our culture is built on a 175-year history of innovation, shared 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.

Shift - 3 PM - 12 Midnight IST

Global Commercial Services (GCS) is the global leader in payment solutions for Small, Medium (SME) and Global and Large (G&L) enterprises. The GCS team enables businesses globally to pay for and finance what they need to grow their businesses through a suite of payment and lending products, solutions for travel and everyday business spending, cross border payments, global currency solutions, and business financing.

The objective of the GCS Control Management Issues & Events 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.

GCS is looking for a Manager of Issues & Events 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, GCS Issues & Events will:

Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation
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

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
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 Management, 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
Leading all aspects of 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 leading all aspects of 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

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

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.

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

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