What are the responsibilities and job description for the Director- Issues, Events, and Remediation position at AMEX?
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The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.
The objective of the US Consumer Services 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.
We're looking for a Director 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.
In this role you will be responsible for :
- Scope, triage (prioritize), and support remediation of issues by influencing the Business Unit, 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
- 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
Required Qualifications :
Preferred Qualifications :
ORMCM
Salary Range : $130,000.00 to $205,000.00 annually bonus equity (if applicable) benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, well consider your location, experience, and other job-related factors.
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 :
For a full list of Team Amex benefits, visit our .
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.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Salary : $130,000 - $205,000
