Manager, Issues, Events & Remediation Enterprise Platforms

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

The newly formed Enterprise Technology Services (ETS) Risk & Control Lead, Enterprise & Digital Platforms and Risk Reduction team is dedicated to driving effective Operational Risk strategies as the Enterprise transforms to strengthen our Risk Management programs, pillars and enablement functions.

As part of this transformation, the Manager, Issues, Events & Remediation will play a critical role supporting either the Global Loyalty & Benefits or Global Accounts Receivable and Banking & Payments teams. This role is accountable for managing the end-to-end inventory of Issues, Events, and Remediation, ensuring efficient execution, data quality, and stakeholder transparency.

This role will combine strong operational execution with strategic insight—driving clarity, accountability, and continuous improvement across a complex, cross-functional risk landscape.

The Manager, Issues, Events & Remediation will:

• Own and oversee the end-to-end lifecycle of Issues, Events, and/or Remediation activities following the identification of a problem or control breakdown. Accountable for running the day-to-day activities associated with the Enterprise-wide refreshed framework, ensuring timely delivery against critical milestones and process steps.

• Improve data integrity through implementing effective processes to track, update, and validate inventory data, reducing rework and the need for repeated quality assurance checks

• Establish and maintain standards to ensure inventory documentation meets enterprise policies and audit requirements, promote transparency, and elevate control quality by advising owning teams on effective control enhancements.

• Conduct robust root cause and thematic analysis to identify recurring issues, systemic risks, and opportunities for process and control improvement.

• Embed accountability by developing transparent workflows, escalation mechanisms, and clear ownership across teams and partners. Adopting agile best practices and effective ways of working to communicate and collaborate with owning teams for their inventory.

• Deliver concise, data-driven reporting and insights that influence decision-making and drive timely, effective outcomes.

• Engage proactively with senior leaders, business unit heads, and risk partners to provide clear updates on issue status, trends, and upcoming activities.

• Build strong, trusted relationships across business and technology partners to ensure shared understanding of actions, timelines, and expectations.

• Provide subject matter expertise in operational control design, validation, and enhancement to strengthen the enterprise’s risk posture. Achieved by learning and leveraging the domain level Risk & Control Self Assessments (RCSAs), or prior Process Risk Self Assessments (PRSAs).

• Collaborate with owning and accountable teams to ensure control improvements are effective and aligned with enterprise risk appetite.

• Drive continuous improvement by embedding lessons learned into future risk management practices and operational processes.

Required Qualifications

• Strong project management or agile methodologies, mature prioritization ability, with effective organizational skills to enable simultaneous management of multiple complex issues.

• Proven ability to communicate with and influence senior leadership, providing clarity on issues, progress, and key decisions.

• Demonstrated experience in data management and quality control, ensuring accuracy and reliabiliof operational risk inventory.

• Strong analytical, root cause, and thematic problem-solving skills with the ability to identify patterns and drive sustainable solutions.

• Solid understanding of operational control frameworks, governance practices, risk mitigation techniques, and ability to review application and process level controls.

• Strong business acumen with the ability to quickly understand and synthesize business needs.

Preferred Qualifications

• Bachelor’s degree in finance, Business, Risk Management, or related field (advanced degrees or certifications such as MBA, CPA, or CRISC are advantageous).

• Experience in operational risk management, internal audit, or a related control function.

• Experience in financial services or other highly regulated industries.

• Process unstructured data into a form suitable for analysis and provide strategic insights to support business decisions

• Support business requests with ad-hoc analysis as needed

• Utilize big data sources to identify trends and develop new servicing strategies

• Ability to strategically link processes, systems, metrics, and financials on a global basis

• Ability to assess and understand regulatory requirements while also being passionate about the customer and colleague experience

• Demonstrate proactive approach to problem solving. Creativity in solving problems and eagerness to identify and present effective solutions

• Self-motivated and able to manage time effectively to ensure deadlines are met and work volumes are managed

• Strong team player with a positive attitude and flexibility

• Strong written and verbal communication skills combined with an ability to interact effectively with leaders and business partners

• Ability to quickly adjust to shifting priorities, multiple demands, ambiguity and rapid change

• Ability and willingness to operate independently in a complex matrix environment

Preferred Qualifications

• Working knowledge of internal Global Services processes, systems and functional areas (Front and back-office servicing teams, GSP/ISP, C360, GAR, CLIC, WCC, Griffin, GO2, EDU)

• Experience in collaborating with product and engineering teams

• Project management experience

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.