Senior Manager Control Management

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 lets lead the way together.

How will you make an impact in this role

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 Sr. 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 Sr. Manager, US Consumer Services Issues, Events Remediation will:

Support remediation of issues by influencing BU, who own and execute issue/Operational Risk Event (ORE) remediation

Perform hands-on issue resolution management, guidance, and monitoring of various Capabilities to ensure ORE and CAP guidelines and landmarks are met timely and align with governance and compliance mandates.

Collaborate with key team members on operational risk processes for Technology, such as loss events and compliance issues and ownership of events.

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

Scope triage areas of the 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 OR Support 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

Review quality assurance 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 the preparation of 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:

4+ 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

Excellent qualitative analytical skills

Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards

Strong analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

Preferred Qualifications:

Bachelors Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

Experience in operational risk management (e.g., within Risk and/or Internal Audit function) and understands critical operational risk management lifecycle activities

Experience in at least one of the following:

Scoping, prioritizing, and support remediation of operational issues

Managing investigation 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

Overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices

Exceptional ability to engage, educate, influence and collaborate across the enterprise

Experience performing thematic root cause analysis on recurring technology caused events to identify recommendations to enhance control environment

Experience working with audit, compliance, operational risk, regulatory, and/or control functions

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.