Director - Issues, Events & Remediation Enterprise Digital

American Express•Apex, NC

10d•Hybrid

About The Position

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. The newly formed Enterprise Technology Services (ETS) Risk & Control Lead, Enterprise & Digital Platforms and Risk Reduction team, are dedicated to driving effective Operational Risk strategies as the Enterprise undergoes the transformation to strengthen our Risk Management programs, pillars and enablement functions. With the growing importance of Issues, Events & Remediation Management and based on the complexity of the Enterprise Digital (ED) team, this role will be responsible for all end-to-end Issues, Events & Remediation management and act as a single point of contact for the ED leadership team. The leader will deliver large-scale change to implement operational efficiencies and operationalize the ERM and ORM policies and process changes. This includes increasing inventory data quality and meeting milestones and providing increased clarity and oversight of the inventory. How will you make an impact in this role? The Director, Issues, Events & Remediation, Enterprise Digital will: Ensure investigation and root cause analysis is conducted 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 and 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 Conduct thematic analysis to identify 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 and drive improved inventory quality Opine on and engage with owning BU on specific control enhancements related to issues, ensuring senior leaders have clarity on roles and responsibilities to drive the desired changes 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

Requirements

Demonstrated experience in operational risk management (e.g., within Risk and/or Internal Audit function)
Understanding of critical operational risk management lifecycle activities
Excellent program management, communication, and interpersonal skills, with an ability to interact with and obtain buy-in from senior business unit / 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 the financial services industry
Strong analytical and problem-solving skills, with an ability to analyze data, identify themes and trends, and evaluate risk scenarios effectively
Demonstrated history and ability to manage large teams, spread over geographies and with varying backgrounds and ensuring efficient flow of work with advanced project & program management skills - including effective forecasting and capacity planning methodologies.
Control enhancement expertise and risk analysis.
Mature change management and operations including reporting and operational efficiencies.
Strong people leadership experience leading teams in Technology, Risk and or Governance based roles
Advanced stakeholder communications with senior leaders to provide clarity on status and actions to drive desired outcomes.

Nice To Haves

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

Responsibilities

Ensure investigation and root cause analysis is conducted 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 and 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
Conduct thematic analysis to identify 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 and drive improved inventory quality
Opine on and engage with owning BU on specific control enhancements related to issues, ensuring senior leaders have clarity on roles and responsibilities to drive the desired changes
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

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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