Director - US Consumer Services Operational Risk

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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.

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.

Colleagues in Global Risk & Compliance are passionate about our commitment to drive the Company’s goals of growth and progress by creating a culture of risk awareness and proactivity around regulatory matters.

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 Director, U.S. Consumer Services Team Operational Risk to join a diverse team of high-performing individuals 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.

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, and best-in-class marketing programs across customer, prospect, and partner channels. The U.S. Consumer Services Team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

Reporting directly to the VP, U.S. Consumer Services Operational Risk Officer, this role plays a critical part in assessing, monitoring, and challenging the first line’s risk management practices. The ideal candidate will partner closely with first-line stakeholders and enterprise risk functions to provide independent oversight and challenge, ensuring that risks are managed effectively and in compliance with regulatory expectations.

Responsibilities: 

The Director, U.S. Consumer Services will:

Assess and challenge first-line risk identification, assessment, and mitigation efforts (i.e., Risk & Control Self-Assessment) within U.S. Consumer Services to ensure alignment with enterprise risk standard Analyze business processes and activities to identify potential risks, control gaps, and emerging risks Support the development and refinement of risk policies, standards, and procedures Assist in applying the enterprise risk management framework across U.S. Consumer Services Support U.S. Consumer Services 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 efforts, preparing materials for senior management, risk committees, and regulatory engagements Maintain an understanding of relevant regulations and industry expectations to help the business navigate compliance requirements Participate in risk governance forums, working groups, and committee meetings, providing input on risk topics

ORMCM

Minimum Qualifications:

Experience in risk management, preferably within a second-line function in financial services, and understands critical risk management lifecycle activities Seasoned people leader Knowledge of risk management frameworks, regulatory environments, and industry best practices Proven ability to assess and challenge first-line risk practices independently Excellent communication and relationship-building skills, with the ability to translate complex risk concepts into actionable insights Demonstrated history and ability to build productive partnerships and influence stakeholders across the organization Strong understanding of operational and regulatory risks Proficiency in risk management tools, data analysis, and reporting systems Advanced analytical and problem-solving capabilities, with a focus on actionable insights Detail-oriented and proactive, with strong prioritization skills in a dynamic environment High ethical standards and a commitment to integrity and accountability Knowledge of consumer bank products and services

Additional Details:

Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig Workplace Flexibility: Full time. Must be amenable to follow 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 working model with hybrid, onsite or virtual arrangements depending on role and business need  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

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

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.