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Manager Operational Excellence

American Express

Location: Brighton and Hove

Job Type: Full time

Posted


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.

International Operational Excellence (IOE) is responsible for supporting our international issuing and acquiring businesses across 27+ countries and ensuring they have a robust first line of defense. International OE plays an active role in enabling the businesses to meet their growth objectives whilst demonstrating an effective control framework. Our organization helps our international businesses manage non-financial risk, respond to new regulation, and develop new products whilst creating and furthering effective partnerships across multiple key stakeholders across the organization.

We are seeking a UK based Risk Manager to join our International Operational Excellence team to support the roll out and ongoing governance of our Business Conduct Program.

The Operational Excellence Business Conduct Program provides clear standards and governance for all customer facing interactions to ensure that ICS operates with the highest conduct standards, as individuals and as a team.

The role will report to the Business Conduct Program Director based in the UK and will have leadership responsibility for a small team.

How will you make an impact in this role?

  • In collaboration with regional stakeholders and the central PMO team, define an international business conduct strategy for the monitoring and oversight of customer facing teams across ICS Consumer and commercial businesses. Focus will be on compliance with enterprise Conduct Risk Policy (AEMP88) obligations and on driving international standardisation.
  • Translate Enterprise standards to uplift ICS Business Conduct policies and operating procedures. Deliver templates (for execution by local market teams) to ensure international consistency and obligations are understood by all stakeholders.
  • Review all existing business self-testing and regulatory self-testing in place across international (including test criteria, sampling methodology, system capability etc.) to identify best practices, opportunities for streamlining and governance controls.
  • Establish and govern a change management intake and prioritisation process to manage new requirements, meet regulatory and audit obligations and maintain a standard governance framework for ICS.
  • Evaluate potential business conduct risk indicators for the various customer facing interactions and identify potential data sources & tests which can be used enhance monitoring of these activities.
  • Identify opportunities to improve complaints oversight governance and deliver an uplift plan to regional teams.
  • Be the central point of contact for any Monitoring, Risk Trigger, Complaints, or policy related escalations arising from the regional oversight leads.
  • Collaborate with Regional leads and reporting team to regularly conduct reviews of program health through monitoring & Risk indicator data (trends & insights) and seek opportunities to improve governance and management visibility to findings.
  • Partner with Counterparts in other Business Units, Compliance, and other risk experts to leverage best practices and, where possible, drive consistency at the market level.

Minimum Qualifications

  • An experienced risk manager, Aptitude to operate within a policy and process driven environment. Comfortable navigating a complex, fast paced environment, often with strict deadlines, high degrees of ambiguity and Compliance / regulatory commitments
  • Strategic thinker – Able to translate complex concepts into operational strategies and gain buy in from key stakeholders.
  • Collaboration - Strong collaboration skills and ability to positively work through conflict.
  • Strong analytical & Process Improvement skills Ability to work with large volume of data in an organized and systematic approach using outputs to drive process improvement.
  • Excellent Relationship management skills - Rapidly build trust & credibility with strategic stakeholders including but not limited to; Regional Operational Excellence leads, Sales and Account Development teams, Strategic counterparts in other business units, International Field Enablement (IFE), Regional and Local Compliance officers, Legal teams, Privacy, Monitoring & reporting.
  • Problem solving - Ability to navigate across functional areas / geographies and work through roadblocks using established networks, negotiation skills and through the development of compliant solutions.
  • CommunicationDelivery of impactful communications (clear, concise & meaningful - both written and oral) for multiple audiences / levels of seniority.
  • Decisive Self-starter with high degree of autonomy and accountability, demonstrating an intense will-to-win.
  • Driving results across cross-functional teams without direct authority to ensure that strategic uplift plans are implemented, and local oversight infrastructure is established and maintained.
  • Degree of flexibility with time given partner teams may be based outside Europe.

Preferred Qualifications

  • Experience in Operational Excellence, Compliance, Internal Audit, Operational Risk, or a related discipline is preferable.

We back our colleagues and their loved ones with benefits 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
  • 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

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.

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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