Senior Manager - Operations Governance & Effectiveness: Driving Business Excellence at American Express

Transform Your Career with American Express: Join Our Team as a Senior Manager - Operations Governance & Effectiveness

At American Express, we're driven by a purpose to provide the world's best customer experience. We're committed to backing our customers, communities, and each other, and we're looking for talented individuals to join our team. As a Senior Manager - Operations Governance & Effectiveness, you'll play a pivotal role in shaping our risk management culture, defining our strategy and compliance efforts, and driving business excellence.

About American Express and the Role

American Express is a global financial services company that operates in over 130 countries. Our Global Merchant Services team acquires and maintains relationships with millions of merchants worldwide who welcome American Express-branded Cards. The Regional & Centralized Client Group (RCCG) is a team of approximately 200 colleagues dedicated to growing American Express acceptance relationships with over 250K merchants.

This brand-new, high-visibility position reports to the leader of the Strategic Operations & Business Analytics (SOBA) team and is responsible for supporting business conduct and governance efforts for the Client Management organization within Merchant Services - U.S. You'll have the opportunity to re-design and build effective business processes from the ground up, monitor and assess sales practice and business conduct risks, and lead the design and implementation of initiatives to ensure the business is effectively managing those risks.

Key Responsibilities

• Support the development and rollout of an enhanced and streamlined Merchant Services-U.S. client management governance support model to ensure compliance with enterprise governance & business conduct policies.
• Develop and publish formal guidance on matters related to governance & business conduct in support of the broader Merchant Services-U.S. organization.
• Serve as a resource for the Client Management organization in providing guidance on governance & business conduct-related questions.
• Support formal/informal audits and inquiries into the Client Management organization and serve as a liaison for various field teams.
• Collaborate with leadership and internal partners to develop solutions to address improvement areas and implement solutions within a defined timeframe, including leading PMO efforts across various Control Management initiatives.
• Oversee and maintain a robust control environment to monitor risk.
• Lead Client Management organization PRSA, SOPs, document retention monitoring, Client Management Content Hub monitoring, Client Management-Owned Operational Risk Events (OREs), Corrective Action Plans (CAPs), and Management Action Plans (MAPs), etc.

Essential Qualifications

To succeed in this role, you'll need:

• A Decisive Self-starter with a high degree of accountability and experience leading teams through change.
• Executive presence with the ability to exercise sound business judgment and clear, independent decision-making.
• Strong verbal, written, and interpersonal skills to lead, influence, and drive consensus among individuals from a variety of business groups.
• Proven ability to manage multiple complex items simultaneously.
• Experience leading or coordinating cross-functional or broad stakeholder teams of peers, driving towards goals in time-sensitive and rapidly changing situations.
• A demonstrated ability to quickly learn new technical skills.
• A BA/BS Degree.

Preferred Qualifications

To take your application to the next level, you'll ideally have:

• Governance and/or business conduct experience, familiarity with policies, and risk mitigation approaches.
• Experience working with Operational Excellence, General Council's Office, Compliance, Risk, and/or Internal Audit.
• An MBA.
• Experience in MS Visio, Salesforce, and Archer technology platforms.
• Experience in project management, process mapping, Standard Operating Procedure (SOP) documentation, and/or process improvement initiatives.

What We Offer

At American Express, we back our colleagues and their loved ones with benefits and programs that support their holistic well-being. Our comprehensive benefits package includes:

• Competitive base salaries.
• Bonus incentives.
• A 6% Company Match on retirement savings plan.
• Free financial coaching and financial well-being support.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• A 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.

Career Growth and Development

At American Express, we're committed to helping our colleagues grow and develop their careers. As a Senior Manager - Operations Governance & Effectiveness, you'll have the opportunity to:

• Develop your skills and expertise in governance, risk management, and compliance.
• Take on new challenges and responsibilities as you progress in your career.
• Collaborate with cross-functional teams and leaders to drive business excellence.
• Participate in training and development programs to enhance your skills and knowledge.

Our Culture and Work Environment

At American Express, we're proud of our culture and work environment. We value:

• Diversity, equity, and inclusion.
• Collaboration and teamwork.
• Innovation and creativity.
• Integrity and ethics.
• Customer obsession.

Our flexible working model, Amex Flex, provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture.

Join Our Team!

If you're driven by purpose and passionate about driving business excellence, we want to hear from you. As a Senior Manager - Operations Governance & Effectiveness, you'll play a critical role in shaping our risk management culture and driving business success. Apply now to join our team and take the first step towards a rewarding and challenging career.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.