Director Control Management

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Join Team Amex and lets lead the way together.

The U.S. Consumer Services 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.

The objective of the US Consumer Services 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.

US Consumer Services is looking for a Director of Issues, Events Remediation to lead 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, US Consumer Services Issues, Events Remediation will:

Scope, triage (prioritize), and support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation

Investigate 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

Oversee the remediation process, including tracking progress, validate resolution efficacy, and communicate status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) teams as necessary

Document and maintain 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 and oversee the End-to-End (E2E) 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 leaders, compliance officers, and regulatory bodies, to facilitate effective issue management and resolution

Prepare and present detailed reports on issue status, trends, and outcomes to senior management and governance committees

Be a key leader for sharing insights, better practices, themes, etc. across the enterprise

Required 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 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:

Bachelors 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:

o Scoping, prioritizing, and support remediation of operational issues

o Investigating and conducting root cause analysis to address repeated operational risk issue types

o Performing quality assurance on documentation of operational risk issues and events

o Overseeing the remediation process for operational risk issues and events

o Documenting and maintaining records of operational risk issues and events to ensure transparency and accountability

o 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.