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.

Outstanding customer service has been at the core of American Express for more than 160 years. As part of the Framework for Winning, our company vision is to provide the world’s best customer experience every day. This is at the heart of the work done in the Global Services Group (GSG), where “Customer First” is our commitment to both external and internal customers.

How will you make an impact in this role?

The objective of the GSG 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.

GSG Control Management is looking for a Director of Issues, Events & Remediation to lead Intake process, a diverse team of high-performing professionals 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 Director, GSG Issues, Events & Remediation - Intake will:

• Assess Potential Issues and Events to confirm if they meet the Issue/ Operational Risk Event (ORE) criteria
• Investigate and conduct root cause analysis to identify the correct BU who will own and execute issue/Operational Risk Event (ORE) remediation
• Scope, triage (prioritize), and support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation
• Perform quality assurance on documentation of issue/ORE type, urgency, severity/impact (e.g., impact analysis)
• Document and maintain records of issues/OREs 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
• Engage with key stakeholders, including business unit leaders, compliance officers to facilitate effective issue management
• Prepare and present detailed reports on intake submission case status, trends, and outcomes to senior management
• Be a key leader for sharing insights, better practices, themes, etc. across the enterprise

Minimum Qualifications:

• 6+ 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, with an ability to interact and obtain buy-in from senior BU/tech counterparts
• Expertise in process governance, with a track record of establishing and overseeing robust decision-making processes that align with policies, regulatory frameworks, and/or operational standards
• Experience within financial services industry
• Strong negotiation and influencing skills
• Strong analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively
• Demonstrated history and ability to manage large teams, spread over geographies and with varying backgrounds

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 the remediation process for operational risk issues and events
  • Documenting and maintaining records of operational risk issues and events to ensure transparency and accountability
  • Supporting and overseeing the E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices

ORMCM

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.