Director, Control Management: Issues, Events & Remediation

DescriptionYou Lead the Way. We’ve Got Your Bac k.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.Global Merchant & Network Services (GMNS) brings together American Express' merchant-and network related businesses to enable a sharp focus on using the power of our network to provide unique value to all our mutual customers. The organization manages the relationships with the millions of merchants around the world that accepts American Express and runs the company’s payment network and manages bank partnerships globally.The objective of the GMNS 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.GMNS 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, GMNS 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 remediation 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:

Bachelor's 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:

Scoping, prioritizing, and support 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 the remediation process for operational risk issues and events

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

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

ORMCMQualificationsSalary Range: $130,000.00 to $205,000.00 annually bonus equity (if applicable) benefitsThe above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.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

6% Company Match on retirement savings plan

Free financial coaching and financial well-being support

Comprehensive medical, dental, vision, life insurance, and disability benefits

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .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.Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.Job: RiskPrimary Location: US-New York-New YorkOther Locations: US-Arizona-PhoenixSchedule Full-timeReq ID: 24021772