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.

 

Global Servicing (GS) is responsible for the company's customer service, credit, and fraud operations serving consumers, commercial clients, and merchants around the world, as well as global consumer travel and lifestyle servicing. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive innovation, and bringing a human touch to each customer interaction.

 

GS Control Management supports our organization in identifying, assessing, & managing operational risk and supporting customer complaints resolution & privacy rights, to maintain a strong & consistent risk & control culture across GS.

 

The objective of the GS 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.

 

GS is looking for an Analyst of Issues, Events & Remediation 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.

 

The Analyst, GS Issues, Events & Remediation will:

Assist in investigation and conduct root cause analysis to address repeated issue typesPerform quality assurance on documentation of specific issue/ORE type, urgency, severity/impact (e.g., impact analysis)Assist portions of the remediation process, these may include:tracking progressvalidating resolution efficacy andcommunicating status updates to stakeholdersPerform quality assurance on documentation and maintenance records of specific issues/OREs and remediations to ensure transparency and accountability in the issue management processIdentify trends in issues and events associated with a workstream to identify potential systemic risks or control weaknesses within BU processesSupport review of components of the End-to-End (E2E) BU issue resolution processPerform sample testing of specific issues to ensure resolution is complete and effectiveSupport sharing insights, better practices, themes, etc. across the enterprise

 

Required Qualifications:  

1-2 Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activitiesProject management, communication, and interpersonal skillsExperience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standardsAnalytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

 

Preferred Qualifications:  

Bachelor's Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageousExperience in at least one of the following: Scoping, prioritizing, and support remediation of operational issuesKnowledge of investigating and conducting root cause analysis to address repeated operational risk issue typesAssisting of quality assurance on documentation of operational risk issues and eventsRecommendation of remediation strategies for operational risk issues and eventsPerforming Quality Assurance of documentation and maintaining records of operational risk issues and events to ensure transparency and accountabilitySupporting the BU E2E issue resolution process

 

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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 and onsite 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.