Manager, Enterprise Payments Product Operations

About Network & Acquirer Solutions

As part of the Global Merchant & Network Services group (GMNS), the Network & Acquirer Solutions (NAS) team is at the core of American Express, uniquely positioned to support every business unit and customer across the Enterprise. The American Express Network enables over $1.6 trillion in annual spend, serving our Issuers and Acquirers in more than 170 markets worldwide. We are driving a strategic, multi-year Enterprise Payments program to bring all payments together into a center of excellence to drive operational excellence for payment execution, enable innovative payment products, services, and capabilities to be built effectively and efficiently, support our BU strategies more closely, and deliver on our customers' evolving payment needs.

About Network & Acquirer Solutions

As part of the Global Merchant & Network Services group (GMNS), the Network & Acquirer Solutions (NAS) team is at the core of American Express, uniquely positioned to support every business unit and customer across the Enterprise. The American Express Network enables over $1.6 trillion in annual spend, serving our Issuers and Acquirers in more than 170 markets worldwide. We are driving a strategic, multi-year Enterprise Payments program to bring all payments together into a center of excellence to drive operational excellence for payment execution, enable innovative payment products, services, and capabilities to be built effectively and efficiently, support our BU strategies more closely, and deliver on our customers' evolving payment needs.

About the Role

This newly created role of Manager, Enterprise Payments Product Operations is an exciting opportunity to contribute to and support critical business operations for Enterprise Payments.

The successful candidate will play a key role in operational risk management, control oversight, and governance support, with a strong focus on Operational Risk Events (OREs), Issues Management, and Production Incident Management. This includes assisting with timely and methodical project management according to enterprise policies and procedures, timely escalation, accurate documentation, understanding and analysis of incidents, risks and controls across the payments ecosystem.

As NAS Strategy and Governance team continues to form the successful candidate must be comfortable working in a dynamic environment where priorities and responsibilities may evolve or change.

The NAS governance team is responsible for a broad range of product operations and risk oversight activities, including Operational Risk Events, issue management, audits and exams, new product approval processes (AEMP54, NPD), operational resiliency, controls (RCSA) and other governance-related functions helping ensure compliant, stable, and well-governed operational performance.

Flexibility, adaptability, and a willingness to take on new tasks as the organization grows will be key to success. This role may require at times contributions to other then OREs or Issues initiatives.

How will you make an impact in this role?

• Showgreat leadership to support, guide and help team grow and fulfil their potential whilst delivering on goals
• Support, manage or lead the end-to-end management of Operational Risk Events (OREs) and Issues with Corrective Actions to meet target metrics
• Conduct or support activities in accordance with enterprise policy and timelines (creating documentation, conduct impact assessment, establishing controls, system updates, status updates, tracking)
• Drive root cause analysis by collaboration across multiple teams and stakeholders and collecting data and inputs from stakeholders to identify patterns and contributing factors.
• Build and maintain strong relationships across a range of stakeholder teams that enable collaboration across a range of stakeholder groups including Product, Technology, Risk, and Compliance teams to ensure timely resolution of OREs and Issues.
• Perform quality checks on ORE and issue documentation to ensure consistency and completeness.
• Become subject matter expert and champion the regulatory & control agenda across NAS EP
• Use data analytics to produce ORE and issue reporting, analyze trends, and identify potential systemic control gaps or process weaknesses.
• Contribute to operational governance routines, including dashboards, management reporting, and oversight forums to ensure transparency of operational risk performance.
• Identify and implement process improvements to streamline ORE and issue management workflows, reduce bottlenecks, and improve operational efficiency.

Additional Activities
- Support production incident management, including incident documentation, coordination of communications, and follow-up on post-incident actions.
- Prepare and maintain reports and dashboards summarizing OREs, issues, and trends for leadership and control partners.
- Assist with process improvements aimed at enhancing efficiency in ORE and issue tracking, documentation, and reporting.
- Provide general support for other risk oversight and product operations activities, including audits, exams, and enterprise governance initiatives.

Minimum Qualifications:

Successful candidate must demonstrate one of the following

• Proven and strong project management for oversight and delivering results in complex and highly matrixed organizations on up to forty initiatives at one time
• or strong enterprise payment background with knowledge of platforms, systems, payment methods and associated risks (RTP, ACH, Direct Debit, Wires, Mercury, Modern, WCR, GRIP, FLIPA etc.)
• or excellent Understanding of governance concepts and programs, protocol (Operational risk frameworks, concepts and policies including OREs, Issues, Remediation, RCSA would be beneficial) and tools (Archer)

Other requirements

• A solid background and experience in one of the must have experience listed above
• Experience across all other areas is an advantage

• Leadership experience and proven track to guide and support colleagues in dynamic and demanding environment

• Proven ability to work autonomously and adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change

• Effective time management and prioritization skills, balancing operational responsiveness with strategic initiatives.

• Strong communication and presentation skills allowing for clear and appropriate messaging for multiple levels/audiences

• Strong analytical and organizational skills, with attention to detail in data entry and documentation.
• Strong collaboration and teamwork skills, with the ability to work effectively across functions and levels.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, dynamic environment.
• Strong written and verbal communication and presentation skills, with the ability to deliver clear and concise messaging across multiple audiences.
• Proficiency in Power Point, Excel to help convey key points, summarize and communicate effectively
• Exposure to or experience with incident management and root cause analysis preferred.

• Resilient team player with ability to influence and develop relationships with leaders, peers, and control and compliance teams

• A sense of humour and can do attitude much welcomed

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

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.

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