Senior Manager of Process Risk Reduction

The U.S. Consumer Services (USCS) 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.

Within USCS, Control Management Process Risk Reduction team is responsible for strengthening the control environment and proactively reducing operational risk across our products, processes, and customer experiences. The team partners closely with business and technology leaders to identify key risk drivers, enhance processes and controls, and deliver sustainable solutions that support effective risk management while enabling continued business growth.

We are seeking a Senior Manager of Process Risk Reduction to lead high-impact initiatives that strengthen the control environment and advance how operational risk is managed within US Consumer Card (USCC). This role will shape and execute a strategic risk reduction agenda, partnering with USCC leaders to translate enterprise risk expectations into scalable, business-aligned solutions. The Senior Manager will play a critical role in driving cross-functional alignment and ensuring control management is consistently integrated into business operations, while delivering clear, actionable insights to support decision-making in a dynamic environment. 

Key Responsibilities: 

• Lead end-to-end transformation initiatives to remediate high-risk areas, driving cross-functional execution across business, technology, and control teams to deliver sustainable process and control improvements and measurable risk reduction

• Identify and quantify systemic risk drivers across processes and products, leveraging issues, operational risk events, testing outcomes, and business data to target interventions with the greatest impact

• Conduct deep root cause analysis of recurring and high-severity issues, ensuring remediation actions address underlying drivers and prevent recurrence

• Partner with business and technology leaders to redesign processes and enhance control frameworks, emphasizing preventive, automated, and scalable solutions

• Establish and enforce standards for remediation effectiveness and sustainability, including validation of control enhancements and confirmation that risk reduction outcomes are durable

• Drive resolution of thematic control and process gaps, scaling solutions across products and processes

• Provide data-driven insights and recommendations to leadership on risk reduction priorities, progress, and emerging vulnerabilities to influence decision-making and resource allocation

Minimum Qualifications:

• 4+ years of experience in operational risk, control management, internal audit, or process transformation, with a solid understanding of the operational risk management lifecycle (e.g., RCSA, control testing, issue management, remediation)

• Experience executing cross-functional initiatives or projects, with demonstrated ability to deliver process improvements or control enhancements

• Strong root cause analysis capabilities, with the ability to identify underlying drivers of risk and translate findings into actionable remediation steps

• Ability to influence and collaborate across matrixed teams without direct authority, partnering effectively with business, technology, and risk stakeholders

• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and support risk-based decision-making

• Experience working with process governance and control frameworks, including alignment to internal policies and regulatory expectations

• Strong communication and stakeholder management skills, with the ability to present insights clearly and concisely

• Learning agility

Preferred Qualifications:

• Bachelor’s degree in Finance, Business, Risk Management, Engineering, or related field; advanced degrees or certifications are a plus

• Experience in one or more of the following:

  • Executing process risk reduction or control uplift initiatives