Manager-Ops Excellence

Greater London
Full time
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American Express
Banking, investment & finance
10,001+ employees
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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.

Enterprise Digital & Data Solutions (EDDS) develops and scales high-impact, mobile-centric and personalized digital experiences, powered by data & analytics, throughout the customer lifecycle. EDDS Operational Excellence enables profitable business growth and exceptional customer experiences driving excellence, speed and agility across products, platforms, processes and capabilities. Through the design and implementation of an effective framework, the EDDS Ops Excellence Team will ensure the EDDS organization is fulfilling on its obligations to customers and has a robust control environment operating in compliance with evolving global regulations.

The Manager, EDDS Operational Excellence, will become part of a high performing team to deliver on the EDDS Operational Excellence vision and objectives. Under the Director, EDDS Operational Excellence, the Manager would be responsible for establishing and enhancing governance, robust process controls and Business Self-Testing across processes and platforms. Equally important will be the ongoing rationalization of controls to ensure integrated testing into new products, solutions and processes.

How will you make an impact in this role?

The Manager, EDDS Operational Excellence will be responsible for:

  • Operating as a trusted advisor to Business and Support groups across the American Express enterprise, supporting them in meeting their expectations, maintaining strong business focus and presence
  • Scope, triage and support remediation of issues by influencing BU, who own and execute issue/ORE remediation
  • Investigate and conduct root cause analysis to address repeated issue types
  • Perform quality assurance on documentation and investigate as necessary to understand and address the root causes
  • Oversee and the remediation process, including tracking progress, validate resolution efficacy, and communicate status updates to stakeholders
  • Document and maintain records of issues/OREs and remediation to ensure transparency and accountability in the issue management process

Minimum Qualifications

  • A strong operational risk management skill set, with experience supporting global platforms, processes, or capabilities
  • Experience in business process design and process improvement, including developing end-to-end process maps
  • Excellent interpersonal skills including collaborating and influencing with proven ability to operate successfully across the matrix, and at all band levels
  • Experience in management of PRSAs and Operational Risk Events
  • Project management experience of complex and large-scale multi-market change initiatives
  • Creative and highly collaborative approach to solving business problems
  • Ability to challenge the status quo
  • Ability to learn quickly, “connect the dots” with a strong track record of developing ideas from concept to deployment and delivering win-win solutions for the business
  • Exceptional verbal and written communication skills, alongside excellent analytical skills
  • Experience operating across multiple market jurisdictions is preferred
  • Technical understanding of AXP digital platforms and processes would be advantageous
  • Bachelor’s degree in Accounting, Finance, Business, Information Systems, Risk Management, Engineering, or an equivalent field
  • Master’s degree in one of the above fields is preferred

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 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.