Job Description

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.

Global Strategy and Operations (GSOP) is looking for a Sr. Manager Issue Management focused on driving remediation, craft Corrective Action Plans and monitor progress, validating resolution efficacy, communicating status updates to stakeholders.

• Drive remediation, craft Corrective Action Plans and monitor progress, validating resolution efficacy, communicating status updates to stakeholders to embed accountability, collaborating with Control Management (CM) and Risk Management teams as necessary

• Perform quality assurance on documentation of Issue/ORE type, urgency, severity/impact (e.g., impact analysis), and investigate as necessary to understand and address root causes

• Engage with key stakeholders, including business partners, control management and Compliance colleagues, to facilitate effective issue management and resolution

• Review and advise on detailed dashboards and reporting on Issue/ORE status, trends, and outcomes to senior management and governance committees.

• Leverage strong collaboration and negotiation skills necessary to balance internal and external partner needs, and successfully influence without direct authority

• Analyze trends in Issues / ORE to identify potential systemic risks or control weaknesses across TPP acquisition processes

• Strong advocate for the program, having the ability to identify impacts and propose solutions with a controls mind-set and customer focus

• Minimum of three years’ experience in operational risk management or a governance role, such as Control Management, Risk, Audit, ICT, or Regulatory Review. Must have a strong understanding of critical activities within the operational risk management lifecycle.

• Bachelor's degree in Finance, Business, Risk Management, or a related field is essential. Advanced degrees, such as an MBA or MSc, or relevant certifications are considered advantageous.

• Experience with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards

• Highly motivated, results-oriented individual with strong relationship skills to work across the business to influence and drive an effective compliance and control environment for our third-party acquisition programs

• Knowledge of GMS acquiring processes, procedures and platforms, preferably with third party acquisition partners

• Proficient analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

• Strong project management, communication, and interpersonal skills

• Experience in at least two 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 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