Technology Risk & Control Manager, Issues and Events Management Operations Global Loyalty & Benefits

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. 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 newly formed Technology Control Management (TCM), Process Risk Reduction & Enterprise Platforms (EP) Risk Advisory team, has been created to drive effective Operational Risk strategies for the Enterprise Platforms (EP) team. A dedicated team has been established to support all Enterprise Platforms (EP) Issues Management, including this new role to be the single point of contact for Global Loyalty & Benefits (GLB). The Issues Management Lifecycle defines how the company will identify & capture, plan for, mitigate & monitor, close and validate its identified issues. This role will ensure that all Program Management activities are completed, that all Issues Management milestones are met, and will drive operational efficiencies in how the GLB Issues Management team perform to meet their objectives. In addition, this role will be accountable for all GLB Issues Management capacity planning, being clear on new, and current inventory to provide status reporting and ensure no milestones are missed. It is critical to build strong relationships within the team, with the GLB partners, and other Control Management teams to leverage best practices and elevate ways of working.

Responsibilities

• Own the Issue Management inventory for Global Loyalty & Benefits (GLB) and ensure all milestones are met.
• Ensure all Issues inventory for GLB is tracked and completed to the process standards, ensuring sign off is achieved from compliance, and all necessary steps are captured.
• Provide executive reporting for stakeholders and ensure all Issues have clear plans in place that will be met. Building and maintaining strong, trusted relationships with senior leaders and key stakeholders, effectively communicating, managing expectations and ensuring alignment on goals, timelines and outcomes.
• Elevate the quality of documenting issues and control enhancements by advising causal or owning teams of how to enhance their controls.
• Mitigate the risk of missing timelines and put in processes to ensure escalations are completed ahead of time.
• Champion organizational change, ensuring teams are aligned, informed and supported.
• Lead, inspire and align cross-functional teams, fostering a culture of accountability, collaboration and continuous improvement and development.
• Be a strategic thinker with the ability to investigate root-cause, problem solve and implement effective solutions.

Requirements

• Strong previous experience in end-to-end program or project management in a complex, fast-changing environment.
• Demonstrated ability to lead without direct authority, particularly leading through change.
• Exceptional stakeholder management skills, especially with senior leadership.
• Strong business acumen with the ability to quickly understand and synthesize business needs.
• Robust analytical and problem-solving skills, with an ability to analyze data, identify trends and effectively resolve.
• Understanding of the operational risk environment and / or risk mitigation strategies is a plus.

Nice-to-haves

• Experience in Control Management or Operational Risk environment.
• Bachelor's Degree or equivalent experience.
• Experience in Technology project delivery models and agile frameworks to support communications to our partners.

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

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