Director - Issues Management - Military Veterans

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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.

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 Director, Issues Management will drive the issues management process, including triage and execution, across the 1LoD for complex cross-LOB risk and regulatory initiatives.

This role is essential in ensuring effective issue resolution and embedding accountability throughout the enterprise.

Responsibilities Include:

• Drive issues management, including triage and execution, across the 1LoD for complex cross-LOB risk and regulatory initiatives. 




• Scope, triage (prioritize), and support the remediation of issues. 




• Provide input on specific control enhancements related to 1LoD issues. 




• Engage with key stakeholders, including business unit leaders, compliance officers, and regulatory bodies, to facilitate effective 1LoD 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. 




• Drive execution on complex cross-BU issue remediation, working with BUCM and 2LoD ORM. 




• Analyze trends in issues and events to identify potential systemic risks or control weaknesses in the enterprise and ensure lessons learned are integrated into future ORM practices. 




• Prepare and present reports on 1LoD issue status, resolution efficacy, trends, and outcomes to senior management and governance committees. 

Desired Qualifications:

• Extensive experience in issues management and remediation within a financial services context. 




• Deep understanding of relevant regulations and proven success working with external regulators. 




• Significant experience in a risk/control role within a GSIB or top 10 Category I/II bank. 




• Excellent communicator and collaborator across a matrix organization, including various client-facing businesses, Global Risk & Compliance, Technology, Legal (GCO), Finance, Global Services Group, and Internal Audit. 




• Proven ability to quickly identify mission-critical areas in an internal controls framework and prioritize work accordingly. 




• Demonstrated track record in driving transformation and change across a global organization. 




• Experience leading a global team. 




• Exceptional organizational and problem-solving skills with attention to detail. 




• Strong consultation, communication, facilitation, and presentation skills; ability to understand complex challenges and linkages and articulate them into actionable plans to drive results.

ORMCM

Salary Range: $130,000.00 to $205,000.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

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 



• 6% Company Match on retirement savings plan 



• Free financial coaching and financial well-being support 



• Comprehensive medical, dental, vision, life insurance, and disability benefits 



• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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