Manager, Issues and Event Management

About American Express

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 Commercial Services (GCS) Overview

Global Commercial Services (GCS) is the global leader in payment solutions for Small, Medium (SME) and Global and Large (G&L) enterprises. The GCS team enables businesses globally to pay for and finance what they need to grow their businesses through a suite of payment and lending products, solutions for travel and everyday business spending, cross border payments, global currency solutions, and business financing.

GCS Control Management Issues & Events Team Objective

The objective of the GCS Control Management Issues & Events 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.

The Opportunity: Manager, Issues and Event Management

GCS is looking for a Manager, Issues and Event Management focused on ensuring control management is embedded in the day-to-day operations of our organization. This role involves extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

Key Responsibilities

• Support remediation of issues by influencing Business Units (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

• Bachelor's Degree in Finance, Business, Risk Management, or a related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous.
• Experience in at least one of the following: scoping, prioritizing, and supporting 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 BU remediation process for operational risk issues and events; reviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountability; supporting and overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices.
• Experience in the financial services industry.

Compensation and Benefits

The salary range for this position is $89,250.00 to $150,250.00 annually, plus bonus and comprehensive benefits. American Express offers competitive base salaries, bonus incentives, a 6% company match on retirement savings, free financial coaching, comprehensive medical, dental, vision, life insurance, and disability benefits. Additional perks include flexible working models, generous paid parental leave, access to on-site wellness centers, and career development opportunities.

Employment & Equal Opportunity

Employment eligibility to work with American Express in the United States is required, as the company will not pursue visa sponsorship for these positions. American Express is an equal opportunity employer committed to diversity and inclusion.

Work Arrangement

American Express embraces Amex Flex, a flexible working model allowing for hybrid, onsite, or fully virtual arrangements depending on role and business needs, balancing flexibility with in-person culture.

Key skills/competency

• Operational Risk Management
• Issue Remediation
• Root Cause Analysis
• Process Governance
• Quality Assurance
• Stakeholder Engagement
• Financial Services
• Data Analysis
• Compliance
• Project Management