Manager - Global Servicing (Operational Risk Management)

#4th in Great Place to Work's Best Company To Work For 2025
#10th in Fortune Magazine’s 2025 World’s Most Admired Companies
#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
Top GBS Employers for the Philippines (2025) by the Everest Group

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.

How will you make an impact in this role?

The Global Risk & Compliance Organization is an independent risk management function, led by the Chief Risk Officer, with the objective of ensuring that American Express operates in a safe, sound, and fully compliant manner with all applicable regulatory expectations. Global Risk & Compliance creates and maintains the overall risk management framework, performs independent risk management assessments, and monitors applicable risks.

Colleagues at Global Risk & Compliance are passionate about our commitment to drive the Company’s goals of growth and progress by creating a culture of risk awareness and proactivity around regulatory matters.

The Operational Risk Management (ORM) team facilitates and monitors the implementation of effective operational risk management programs throughout the company, and oversees risk ownership throughout business units, products, and processes.

The objective of the ORM Governance team is to develop, oversee and strengthen the organization’s ORM framework to ensure that governance structures, policies, and procedures are robust, effective, and align with regulatory requirements and best practices.

The ORM Governance Organization is looking for a manager to join a diverse team of high-performing individuals focused on the effective oversight of risk identification, assessment, and mitigation across the Business Unit, while maintaining alignment with the organization’s enterprise risk management framework.

Reporting directly to the Director, Global Servicing Operational Risk, this second line of defense role plays a critical part in assessing, monitoring, and challenging the first line’s risk management practices. The ideal candidate will partner closely with first-line stakeholders and enterprise risk functions to provide independent oversight and challenge, ensuring that operational risk is managed effectively and in compliance with regulatory expectations.

Responsibilities:

Assess and challenge first-line operational risk identification, assessment, and mitigation efforts (i.e., Risk & Control Self-Assessment) to ensure alignment with enterprise risk standard Analyze business processes and activities to identify potential risks, control gaps, and emerging risks Assist in applying the enterprise risk management framework Support the first line of defense in embedding risk management practices into daily operations and decision-making Track and analyze key risk indicators (KRIs), providing insights into risk trends and areas requiring attention Contribute to risk reporting efforts, preparing materials for senior management, risk committees, and regulatory engagements Participate in risk governance forums, working groups, and committee meetings, providing input on risk topics

 

Minimum Qualifications:

3-7 years of experience in operational risk management in a financial services firm or in a call center operation, e.g. process governance, issues management, creating and/or maintaining risk & control self-assessment frameworks; including policies, guidelines, procedures and/or related functional responsibilities (Compliance, Audit, etc.) Excellent communication and stakeholder management skills Strong critical thinking mindset with a proactive approach to problem-solving Detail-oriented and proactive, with strong prioritization skills Understanding of operational and regulatory risks High ethical standards and a commitment to integrity and accountability

Preferred Qualifications:

Bachelor’s degree in finance, Business, Risk Management, or a related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous. Knowledge of call center operations and regulatory requirements pertaining to offerings of cards, payments services, lending, and deposits. Proficiency in risk management tools, data analysis, and reporting systems Experience in at least one of the following: Identification of operational risks throughout business processes and systems or independently reviewing identification of risk. Facilitating risk assessments or independently reviewing assessments and testing program outcomes to ensure regulatory and internal standards are met. Leading or independently reviewing control monitoring, including identification of control improvements. Identifying areas of heightened operational risk for intervention.

ORMCM

Additional Details:

Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home) Work From Home Requirements: Must have at least 25 mbps internet connection plan / speed Must have a private & quiet area to work at home American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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 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.

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.