You Lead the Way. We’ve Got Your Back.
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.
Join Team Amex and let’s lead the way together.
The Operational Excellence organization operates within Global Commercial Services (GCS) and serves as the first line of defense to strengthen the risk and compliance program. One piece of the overall responsibility of Operational Excellence is Issue Management, which is responsible for timely and accurate management and resolution of all Operational Risk Events and Corrective Actions related to GCS.
The GCS Issue Management team is responsible for the end-to-end oversight, management and resolution of Operational Risk Event and Corrective Actions arising within our organization. Our mission is to transform the issue management program by providing insights which will drive process improvements, improve process efficiencies and influence investment decisions, while strengthening the control environment; meeting regulatory requirements; enabling and supporting growth; and ensuring flawless customer experience.
Responsibilities:
Identify and implement opportunities to improve Operational Risk Event and Corrective Action processes including milestone closure timeliness, reporting, automation and improving documentation
Project manager for Operational Risk Events (ORE) and Corrective Actions (CAPs) owned by Global Commercial Services (GCS)
Partner closely with key colleagues such as Compliance, Operational Risk Governance Group (ORGG), GCS Business, US Banks, Credit Fraud Risk (CFR), Global Servicing Group (GSG) and Technology to ensure timely and high-quality resolution for owned issues
Perform detailed analysis of issues to discover the root cause of problems to identify and implement appropriate solutions
Provide leadership regular status updates, including the identification and escalation of risks and issues
Drive resolution of issues through cross-functional coordination and influence
Meet key Corrective Action milestone timelines to ensure compliance
Develop and implement sustainable solutions and controls as part of the Control Enhancement phase to eliminate issue reoccurrence
Develop deep knowledge of regulatory rules and remediation processes to support critical scope discussions and drive decisions
Develop an understanding of the GCS & Enterprise control rating metrics related to OREs & CAPs to help share metrics and best practices with GCS leaders
Minimum Qualifications:
Capable of ing critical thinking to solve problems in a structured way to develop and/or implement solutions
Demonstrated ability of collaboration, building and leveraging relationships
Demonstrated project management ability to drive projects to successful completion (on time, on budget and high quality)
Must possess strong data analysis and visualization skills (e.g. Project, Excel, Tableau)
Previous experience with coding or scripting a plus
A background in credit card processing systems a plus
Ability to function well in a matrixed environment and influence without direct authority
Very strong verbal and written communication skills
Ability to complete multiple priorities under pressure, meet exacting timelines, take initiative and act decisively
Comfortable with ambiguity and unstructured problem-solving
Must be willing to be flexible with your work arrangements if needed to meet issue timelines
Experience leading Operational Risk Events and Corrective Actions a plus
Have a ‘customer-centric’ attitude and proven track record in analyzing existing processes, propose and implement process improvements
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 work arrangements and schedules with hybrid and virtual options with Amex Flex
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
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.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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