Program Manager, Issues and Events Management Global Loyalty & Benefits

Job title: Program Manager, Issues and Events Management Global Loyalty & Benefits

Company: American Express


Job description: Job Description:At American Express, our culture is built on a 175-year history of innovation, shared 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.As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.The Technology Process Risk Reduction & Enterprise Platforms (EP) Risk Advisory team are dedicated to delivering Tech wide risk reduction programs and driving efficiencies in the management of Issues and Events for EP. This involves the timely identification, response, and resolution to minimize impact, as well as to prevent recurrences. With the growing importance of Issues and Events Management, we are looking for a Program Manager who will lead a team of Control Managers who support the end- to-end issue management for the Global Loyalty & Benefits (GLB) team. This role will lead a team, help drive process improvements, resource allocation, provide unified reporting, engage appropriate stakeholders and involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.How will you make an impact in this role?The Program Manager, Issues and Events Management Operations Global Loyalty & Benefits will:

• Lead a small team of Control Managers
• 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
• Scope & triage areas of the remediation process, including tracking progress, validating resolution efficacy, communicating status updates to stakeholders to embed accountability along the process, collaborating with other Operational Risk Management (ORM) teams as necessary
• Review quality assurance documentation and maintenance of 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 the End-to-End (E2E) BU 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
• Liaise with key stakeholders, including business unit partners and compliance colleagues, to facilitate effective issue management and resolution
• Review and advise the preparation of detailed reports on issue status, trends, and outcomes to senior management and governance committees
• Support sharing insights, better practices, themes, etc. across the enterprise

Required Qualifications

• Strong previous 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
• Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards
• Robust analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively
• Experience in the financial services industry
• Demonstrated history and ability to manage a team, spread over geographies and with varying backgrounds
• Change management experience

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
• Managing investigation and conducting root cause analysis to address repeated operational risk issue types
• Performing quality assurance on documentation of operational risk issues and events
• Overseeing BU remediation process for operational risk issues and events
• Reviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountability
• Overseeing the BU E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future operational risk management practices

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.

Expected salary:

Location: Burgess Hill, West Sussex

Job date: Sat, 31 May 2025 22:52:03 GMT

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