Senior Manager, Issues Management

Senior Manager, Issues Management

You Lead the Way. We've Got Your Back.

#6th in Great Place to Work's Best Workplaces List in the Philippines for 2023

#6th in Great Place to Work's Best Workplaces List in the Philippines for IT-BPM for 2023

#8th in Fortune Magazine's 2023 World's Most Admired Companies

#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

American Express National Bank (AENB) is American Express' chartered national bank. Headquartered in Utah, AENB is the single largest entity within American Express' business, currently representing more than 50 percent of the company's Card Member Spending, nearly 90 percent of its lending, and more than 60 percent its of revenues.

American Express National Bank provides American Express' customers with access to consistent payments, financing, and savings products in three ways, including:

• Issuing and servicing charge and credit cards for the consumer and small business segments.
• Offering commercial loans to small and midsized merchants, as well as installment loans to consumers.
• Maintaining a Personal Savings program consisting of high-yield savings accounts and certificate of deposit products.

Colleagues across American Express' key business units (known as "affiliates") use their experience and skills to support AENB in executing on its strategy. In addition, many of American Express' executives also serve as officers of AENB. AENB is governed by its own Board of Directors. It is regulated, supervised, and examined by several regulatory agencies, including the Office of the Comptroller of the Currency (OCC) for wide-ranging safety and soundness and the Consumer Financial Protection Bureau (CFPB) for adherence to federal consumer financial laws. All AENB colleagues, officers, and affiliates have a long-standing commitment to driving strong and standardized risk management practices in accordance with the OCC's Heightened Standards guidelines.

The Enterprise Control Management Utility within AENB operates as a Center of Excellence to serve as a central support hub for all first-line control management teams throughout the enterprise and be a key connection point with the second-line GRC teams.

The Senior Manager of Issues Management will support the Director in driving the issues management process, including triage and execution, across the 1st Line of Defense (1Lo D) for complex cross-Line of Business (LOB) risk and regulatory initiatives. This role is essential in ensuring effective issue resolution and embedding accountability throughout the enterprise.

Responsibilities Include:

• Assist the Director in driving issues management, including triage and execution across the 1Lo D for complex cross-LOB risk and regulatory initiatives.
• Scope, triage (prioritize), and support the remediation of issues.
• Engage with key stakeholders, including business unit leaders, compliance officers, and regulatory bodies, to facilitate effective 1Lo D issue management and resolution.
• Perform QA on documentation of issues/ORE types, urgency, severity, and impact (e.g., impact analysis), and investigate as necessary to understand and address root causes.
• Support and govern the end-to-end issue resolution process, embedding accountability.
• Prepare reports on 1Lo D issue status, resolution efficacy, trends, and outcomes to be presented to senior management and governance committees.

Qualifications

Desired Qualifications:

• Bachelor's Degree in Finance, Business, Risk Management, or a related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous.
• 4+ years of experience in developing and implementing operational risk management programs and policy frameworks.
• Robust analytical and problem-solving skills with an ability to analyze data, identify trends, and evaluate risk scenarios effectively.
• Deep understanding of relevant regulations and proven success working with external regulators.
• Experience in a risk/control role within a financial institution.
• Experience in supporting transformation and change initiatives within an organization.
• Excellent organizational and problem-solving skills with attention to detail.
Experience in at least one of the following:

• • Scoping, prioritizing, and supporting remediation of operational issues.
  • Managing investigations and conducting root cause analysis to address repeated operational risk issue types.
  • Performing quality assurance on documentation of operational risk issues and events.
  • Overseeing cross-BU/enterprise-wide remediation processes for operational risk issues and events.
  • Reviewing documentation and maintaining records of operational risk issues and events to ensure transparency and accountability.
  • Overseeing E2E issue resolution processes, embedding accountability, and ensuring lessons learned are integrated into future operational risk management practices.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to
• 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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

This role is not open to visa sponsorship according to business requirements.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To know more about our recruitment process, you may watch this short video - What to Expect: Recruitment at American Express

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Job ID 24018814