Job Description

Operational Resilience is essential in today’s environment. The ability to respond to disruption such as a natural disaster, infrastructure failure, or a pandemic underpins our commitment to deliver for our customers and protect our business. The Operational Resilience program addresses the delivery of critical business service in the event of severe but plausible disruption. The program designs the methodology for identification of Critical business services at Enterprise level, capture core dependencies and identify key vulnerabilities required to deliver the service, conduct comprehensive scenario testing, which are continuously updated based on lessons learned to strengthen resilience and preparedness. It also manages and coordinates crisis response efforts, working with multiple stakeholders across the enterprise to ensure alignment and timely decision-making.

As an Operational Resilience Analyst, you will support the Operational Resilience program by partnering with business teams to strengthen Critical Business Services, while supporting Business Disruption Governance, risk awareness training, and Risk and Control Self-Assessment activities.

Your responsibilities will include:

• Support the identification and mapping of Critical Business Services (CBS), including their dependencies across people, processes, technology, third parties, locations, and critical data.
• Gather, validate, and maintain data required to support dependency mapping and the establishment of Impact Tolerances for each CBS.
• Analyze dependency mapping outputs to identify potential vulnerabilities and opportunities to improve operational resilience.
• Assist in maintaining Operational Resilience documentation, including methodologies, procedures, standards, and supporting artifacts.
• Coordinate with business stakeholders and resilience partners to collect information, resolve data gaps, and ensure timely completion of program deliverables.
• Support the planning and execution of scenario testing exercises by coordinating logistics, documenting outcomes, and capturing key observations.
• Prepare After-Action Reports and track agreed actions and remediation items through to closure, ensuring updates and supporting evidence are maintained.
• Maintain accurate records of identified issues, monitor remediation progress, and escalate delays or risks where appropriate.
• Develop and maintain reports, dashboards, and Power BI visualizations to provide insights into Critical Business Services, resilience metrics, and program performance.
• Assist in preparing presentations and management reporting that highlight key findings, risks, and program progress for leadership.
• Partner with teams across Technology Resilience, Third-Party Lifecycle Management, Business Continuity, Global Security, Facilities, and other business functions to support Operational Resilience initiatives.
• Support Business Disruption (BD) Governance activities including preparation of materials for the Technology, Data, and Resiliency Risk Committee (TDRRC) and Interagency regulatory engagements, support International Audits, governance and risk awareness training, and other regulatory and governance deliverables.
• Support Risk and Control Self-Assessment (RCSA) activities and the associated control identification and testing, ensuring controls are appropriately documented, monitored, and evaluated for effectiveness across BD risk areas.
• Contribute to continuous improvement efforts by identifying opportunities to enhance processes, reporting, and program effectiveness.

Experience and Background:

• Two to three years of experience in enterprise program management, operational risk management, business continuity, or audit within the Banking or financial services industries.
• Strong stakeholder management and collaborative skills
• Solid conceptual thinking and risk mindset with ability to understand process and/or operations management.
• Problem solver and agile decision-maker with solid analytical skills.
• Strong written communication and presentation skills (e.g. appropriate messaging for multiple levels/audiences).
• An ability to build relationships and effectively mobilize cross-functional teams.
• Proficiency in reporting with advanced Excel skills to analyze, interpret, and present data effectively.

Leadership Skills:

• Excellent collaboration, communication. and presentation skills with ability to interact and influence leaders across all levels and teams in a matrixed organization.
• Proven ability to work autonomously and effectively prioritize amid shifting focus, multiple demands, ambiguity, and rapid change.
• Solid conceptual thinking and risk mindset with ability to understand process and/or operations management.
• Ability to plan and drive change through cross-organizational efforts.
• Ability to deliver high quality, actionable feedback to management.

Preferred Qualifications

• Masters,B.Tech, MBA or advanced degree.
• Strong understanding of American Express products, services, and organizational structure.
• Background in Business Continuity Management or related risk management program role.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.