Job Details
Senior Manager - Operations Governance & Effectiveness
**Description**
**You Lead the Way. We've Got Your Back.**
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.
Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. The Regional & Centralized Client Group (RCCG) is a team of ~200 colleagues who are dedicated to growing American Express acceptance relationships with over 250K merchants, and provide thought leadership to U.S. Client Management on consistent, efficient, and actionable support for critical business processes through the Strategic Operations & Business Analytics team (SOBA).
This position will report to the leader of the Strategic Operations & Business Analytics (SOBA) and will be responsible for supporting business conduct and governance efforts for the Client Management organization within Merchant Services - U.S. This is a brand new, high-visibility position and offers a unique opportunity to re-design and build effective business processes from the ground up, playing a pivotal role in shaping our strong risk management culture, and defining our strategy and compliance efforts for the U.S. Additionally this position will 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, as well as new risks as they arise, in accordance with the company's risk framework and policy.
This individual will serve as the point of contact and subject matter expert for governance inquiries from across the enterprise, serving as a key liaison with U.S. Client Management, Control Management, General Counsel's Office and Compliance teams (among others). This Senior Manager will also work to ensure processes are documented and field enablement trainings, tools and resources reflect current rules & guidance for Merchant Services U.S. colleagues.
**Responsibilities:**
+ Support the development & roll out 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 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.
+ Work with partners to ensure processes are documented and trainings, tools and resources reflect current rules & guidance for Merchant Services-U.S. colleagues.
+ 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.
**Minimum Qualifications:**
+ Decisive Self-starter with high degree of accountability and experience leading teams through change.
+ Executive presence with 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.
+ BA/BS Degree
**Preferred Qualifications:**
+ Governance and/or business conduct experience, familiarity with policies and risk mitigation approaches a plus.
+ Experience working with Operational Excellence, General Counsel's Office, Compliance, Risk and/or Internal Audit a plus.
+ MBA Preferred.
+ Experience in MS Visio, Salesforce, and Archer technology platforms a plus.
+ Experience in project management, process mapping, Standard Operating Procedure (SOP) documentation, and/or process improvement initiatives.
**Qualifications**
Salary Range: $80,000.00 to $155,000.00 annually bonus 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.
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.
American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
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.
US Job Seekers/Employees - Click here to view the "Know Your Rights" poster and the Pay Transparency Policy Statement.
If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
**Job:** Administration
**Primary Location:** United States
**Schedule** Full-time
**Req ID:** 24022035
**You Lead the Way. We've Got Your Back.**
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.
Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. The Regional & Centralized Client Group (RCCG) is a team of ~200 colleagues who are dedicated to growing American Express acceptance relationships with over 250K merchants, and provide thought leadership to U.S. Client Management on consistent, efficient, and actionable support for critical business processes through the Strategic Operations & Business Analytics team (SOBA).
This position will report to the leader of the Strategic Operations & Business Analytics (SOBA) and will be responsible for supporting business conduct and governance efforts for the Client Management organization within Merchant Services - U.S. This is a brand new, high-visibility position and offers a unique opportunity to re-design and build effective business processes from the ground up, playing a pivotal role in shaping our strong risk management culture, and defining our strategy and compliance efforts for the U.S. Additionally this position will 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, as well as new risks as they arise, in accordance with the company's risk framework and policy.
This individual will serve as the point of contact and subject matter expert for governance inquiries from across the enterprise, serving as a key liaison with U.S. Client Management, Control Management, General Counsel's Office and Compliance teams (among others). This Senior Manager will also work to ensure processes are documented and field enablement trainings, tools and resources reflect current rules & guidance for Merchant Services U.S. colleagues.
**Responsibilities:**
+ Support the development & roll out 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 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.
+ Work with partners to ensure processes are documented and trainings, tools and resources reflect current rules & guidance for Merchant Services-U.S. colleagues.
+ 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.
**Minimum Qualifications:**
+ Decisive Self-starter with high degree of accountability and experience leading teams through change.
+ Executive presence with 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.
+ BA/BS Degree
**Preferred Qualifications:**
+ Governance and/or business conduct experience, familiarity with policies and risk mitigation approaches a plus.
+ Experience working with Operational Excellence, General Counsel's Office, Compliance, Risk and/or Internal Audit a plus.
+ MBA Preferred.
+ Experience in MS Visio, Salesforce, and Archer technology platforms a plus.
+ Experience in project management, process mapping, Standard Operating Procedure (SOP) documentation, and/or process improvement initiatives.
**Qualifications**
Salary Range: $80,000.00 to $155,000.00 annually bonus 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.
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.
American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
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.
US Job Seekers/Employees - Click here to view the "Know Your Rights" poster and the Pay Transparency Policy Statement.
If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
**Job:** Administration
**Primary Location:** United States
**Schedule** Full-time
**Req ID:** 24022035
Job #NLX269056052