Senior Manager - Corporate Functions Control Management, Issues, Events & Remediation

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. 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 let’s lead the way together.

American Express National Bank (AENB) is American Express’ chartered national bank. Headquartered in Utah, AENB is the single largest entity within American Express’ business, currently representing more than 50 percent of the company’s Card Member Spending, nearly 90 percent of its lending, and more than 60 percent of its revenues. American Express National Bank provides American Express’ customers with access to consistent payments, financing, and savings products in three ways, including:

• Issuing and servicing charge and credit cards for the consumer and small business segments;
• Offering commercial loans to small and midsized merchants, as well as installment loans to consumers;
• Maintaining a Personal Savings program consisting of high-yield savings accounts and certificate of deposit products.

Colleagues across American Express’ key business units (known as “affiliates”) use their experience and skills to support AENB in executing on its strategy. In addition, many of American Express’ executives also serve as officers of AENB. AENB is governed by its own Board of Directors. It is regulated, supervised, and examined by several regulatory agencies, including the Office of the Comptroller of the Currency (OCC) for wide-ranging safety and soundness and the Consumer Financial Protection Bureau (CFPB) for adherence to federal consumer financial laws. All AENB colleagues, officers, and affiliates have a long-standing commitment to driving strong and standardized risk management practices in accordance with the OCC’s Heightened Standards guidelines.

The Corporate Functions Control Management team within AENB serves as the business unit Control Management function for several corporate groups including Corporate Affairs & Communications (CA Colleague Experience Group (CEG), General Counsel’s Organization (GCO); Global Risk & Compliance (GRC); Enterprise Strategy (ES); Enterprise Shared Services (ESS); and American Express National Bank Headquarters (AENB HQ). The objective of the Corporate Functions 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 development of preventative controls.

Corporate Functions Control Management 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, and very strong analytical, communication and project management skills.

The Senior Manager, Corporate Functions Control Management, Issues, Events & Remediation will focus on the following:

• 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 and ORE process
• Analyze trends in issues and events to identify potential systemic risks or control weaknesses within corporate function processes
• Support the End-to-End (E2E) corporate function issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management (ORM) practices
• Opine on specific control enhancements related to issues
• Engage with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue and ORE management and resolution
• Provide reporting on issue and ORE status, trends, and outcomes to senior management and governance committees
• Support sharing insights, better practices, themes, etc. across the enterprise
• Drive implementation of new policies and procedures, and help educate key partners, as the firm strengthens the approach to managing Issues and OREs

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
• Excellent 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
• Robust 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 Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous
• Experience managing through change and implementation of new requirements
• Experience in at least one of the following: Scoping, prioritizing, and supporting remediation of operational issues and events
• 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 financial services industry

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

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