Manager, GMNS Issues, Events & Remediation

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 Merchant & Network Services (GMNS) brings together American Express' merchant-and network related businesses to enable a sharp focus on using the power of our network to provide unique value to all our mutual customers. The organization manages the relationships with the millions of merchants around the world that accepts American Express and runs the company’s payment network and manages bank partnerships globally.

The objective of the GMNS 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.

GMNS is looking for a Manager of Issues, Events & Remediation 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 Manager, GMNS Issues, Events & Remediation will:

• Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation
• Facilitate investigation 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
• Triage the areas of 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 of 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
• Engage with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution
• Review and advise on 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: 

• 3+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities
• Strong 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
• Proficient analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

Preferred Qualifications: <