Job Description

Director – ORM – Issues & Events: Executive Insights and Quality Management

The Operational Risk Management (ORM) team facilitates and monitors the implementation of effective operational risk management programs throughout the organization and oversees risk ownership throughout business units, products, and processes. The objective of the Issues & Events team is to define, govern, and continuously enhance issues and events management program as a 2nd Line team and work closely with 1st line and 3rd line of defence.

ORM is looking for a Director of Executive Insights and Quality Management to lead a diverse team of high-performing professionals focused on delivering timely executive insights, strengthening reporting governance, enhancing operational quality management practices, and driving strong business process controls across the Issues & Events organization.

This role will be responsible for leading enterprise reporting and insights, governing metric methodologies and reporting integrity, supporting automation and operational efficiencies, overseeing quality management activities, and ensuring adherence to policy, governance, and control requirements across the Issues & Events ecosystem.

Reporting to the Vice President, Issues & Events Program, the ideal candidate will combine strong people leadership, analytical rigor, business process governance, risk management expertise, and executive communication capabilities. It will involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

• Lead the delivery of timely, accurate, and insightful executive reporting and governance reporting across the Issues & Events organization.
• Drive executive insights, trend analysis, and reporting transparency to support strategic decision-making and stakeholder engagement.
• Lead reporting data management, quality reviews, and governance routines to ensure data accuracy, consistency, and integrity.
• Lead the Quality Management program across Issues and Events, ensuring adherence to enterprise policies, governance standards, and quality expectations.
• Drive governance and oversight activities related to operational risk programs, including Risk Appetite monitoring, RCSA alignment, issue management governance, and operational risk reporting.
• Govern reporting methodologies, metric calculations, and reporting standards related to operational and risk metrics for Issues & Events.
• Drive/ support automation and process improvement initiatives to enhance reporting efficiency, scalability, and operational effectiveness.
• Own and strengthen business process controls, documentation, procedures, and audit-ready governance artifacts.
• Partner with Risk, Compliance, Technology, and Operational teams to support governance and regulatory and audit-related activities including Regulatory Exams, IAG audits, business monitoring, and testing engagements.
• Lead, coach, and develop a high-performing team of Managers and Analysts while fostering a strong culture of accountability, collaboration, and operational excellence.

Minimum Qualifications

• Proven experience in reporting, executive insights, governance, risk management, operational controls, or related functions.
• Demonstrated people leadership experience managing multiple levels of teams.
• Strong analytical and problem-solving capabilities with attention to detail and data integrity.
• Strong understanding of business process controls, policy adherence, and risk management practices.
• Excellent verbal and written communication skills with the ability to present to senior leadership.
• Experience driving process improvements, automation initiatives, and operational efficiencies.
• Ability to operate effectively in a fast-paced, highly matrixed environment.
• Bachelor’s degree required; advanced degree or risk certification preferred

Preferred Qualifications

• Prior experience within Issues Management, Events Management, Risk Management, Governance, or Operational Excellence functions.
• Strong understanding of American Express business processes, governance standards, and risk frameworks.
• Exposure to audit, compliance, or control management environments.
• Experience with reporting and visualization tools, automation platforms, and analytics solutions.

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.