Job Description

Senior Manager of Issues and Event 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, 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.

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 & Remediation team is to ensure timely identification, response, and resolution of risk events and issues to minimize impact, as well as prevent recurrence through effective remediation and lesson learning.

GCS is looking for a Senior Manager of Issues and Event Management 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 Senior Manager, GCS Issues and Event Management will:

• 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.
• Scope & triage areas of the 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 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.
• Liaise with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution.
• Review and advise the preparation of 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:

• 4 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.
• Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards.
• Robust 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.
• Managing investigation 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.
• 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.

Salary Range: $80,000.00 to $165,000.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. Employment eligibility to work with American Express in the United States 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
• 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.

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