Sr Program Manager, Issues and Events Management Operations Global Loyalty & Benefits

Overview

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.

Thenewly formed Technology Control Management, Process Risk Reduction & Enterprise Platforms (EP) Risk Advisory team, are dedicated to driving effective Operational Risk strategies as the Enterprise undergoes the transformation to strengthen our Risk Management programs, pillars and enablement functions.

This role will be accountable for leading a team and running the Operational Issue Management function for Global Loyalty and Benefits. The Issues Management Lifecycle defines how the company will capture, plan for, risk mitigate, close, and validate it’s identified issues, which facilitates an effective risk control enhancement process and actionable reporting. Specifically, the role requires leading and ensuring that all issues inventory is being delivered to time, meeting milestones and that all stakeholder communications is effective, ensuring all business units and technology partners engaged are aware of the status and upcoming activities per issue. Critical to the success of leading this team is resource management, capacity planning and adopting a change mindset as the Enterprise implements the Issue management processes of the future.

Responsibilities

• Own the Issue Management inventory for Global Loyalty & Benefits and ensure all milestones are met.
• Mitigate the risk of missing timelines and put in processes to ensure escalations are completed ahead of time.
• Ensure all Issues inventory is tracked and completed to the process standards, ensuring sign off is achieved from compliance, and all necessary steps are captured.
• Elevate the quality of documenting issues and control enhancements by advising causal or owning teams of how to enhance their controls.
• Implement exceptional resourcing planning to ensure team capacity aligns to inventory needs.
• Provide executive report for stakeholders and ensure all Issues have clear plans in place that will be met. Building and maintaining strong, trusted relationships with senior leaders and key stakeholders, effectively communicating, managing expectations and ensuring alignment on goals, timelines and outcomes.
• Champion organizational change, ensuring teams are aligned, informed and supported.
• Lead, inspire and align cross-functional teams, fostering a culture of accountability, collaboration and continuous improvement and development.
• Be a strategic thinker with ability to investigate root-cause, problem solve and implement effective solutions.

Minimum Qualifications

• Strong previous experience in program or project management in a complex, fast-changing environment.
• Demonstrated success of successfully leading people, particularly leading through change.
• Exceptional stakeholder management skills, especially with senior leadership.
• Strong business acumen with the ability to quickly understand and synthesize business needs.
• Understanding of the operational risk environment and or risk mitigation strategies is a plus.
• Robust analytical and problem-solving skills, with an ability to analyze data, identify trends and effectively resolve.

Preferred Qualifications

• Experience in Control Management or Operational Risk environment.
• Bachelor\’s Degree or equivalent experience.
• Experience in Technology project delivery models and agile frameworks to support communications to our partners.

Employment eligibility to work with American Express in the United Kingdom is required as the company will not pursue visa sponsorship for these positions.

Benefits

• 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.