Director ICS Control Management Issues, Events & Remediation

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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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.

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International Risk and Controls sits within International Card Services (ICS) which comprises of all the issuing functions across all 28 international markets excluding the US - colleagues operate across a variety of geographies and disciplines. ICS issues products to our Consumer and Commercial customers – the organization is an integral part of the global growth strategy for American Express; offering differentiated products and services is critical to our success and promises to drive significant growth and value through the delivery of innovative products, tailored to the needs of our customers.

The objective of the ICS 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.

ICS Control Management 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.

How you will make an impact in this role:

• 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 remediations 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

Minimum 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

ORMCM

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
• 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.