Manager - Global Servicing (Operational Risk Management)

Overview

Join to apply for the Manager - Global Servicing (Operational Risk Management) role at American Express .

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. 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.

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 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.

Responsibilities

• Assess and challenge first-line operational risk identification, assessment, and mitigation efforts to ensure alignment with enterprise risk standards
• 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, 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, including risk & control self-assessment frameworks; policies, guidelines, procedures and related responsibilities
• Excellent communication and stakeholder management skills
• Strong critical thinking, proactive problem-solving, and detail-oriented prioritization
• Understanding of operational and regulatory risks
• High ethical standards and integrity

Preferred Qualifications

• Bachelor’s degree in finance, business, risk management, or related field; advanced degrees or certifications are advantageous
• Knowledge of call center operations and regulatory requirements for cards, payments services, lending, and deposits
• Proficiency in risk management tools, data analysis, and reporting systems
• Experience identifying operational risks across processes and systems; facilitating risk assessments and monitoring

Work Arrangement

• Workplace flexibility: Full-time, hybrid (onsite and remote)
• Home internet requirement: at least 25 Mbps; private and quiet workspace

Benefits

• Financial well-being support and retirement benefits
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model and hybrid/onsite arrangements
• Parental leave policies
• Access to wellness centers and confidential counseling through Healthy Minds
• Career development and training opportunities

Offer of employment is conditioned upon successful background verification. Employment eligibility to work in the Philippines is required.

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