Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

The objective of the US Consumer Services 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.

US Consumer Services 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, US Consumer Services Issues, Events & Remediation 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

Qualifications

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 [BU-SPECIFIC]

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

We back our colleagues and their loved ones with benefit and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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.

Job: Risk

Primary Location: India-Haryana-Gurugram

Schedule Full-time

Tags ORMCM

Req ID: 24011930