Director -ORM- Issues & Events - Root Cause Analysis (RCA)

3 days ago

Gurugram, India American Express Full time

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 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?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

The Operational Risk Management (ORM) team facilitates and monitors the implementation of effective operational risk management programs throughout the organization, and oversees risk ownership throughout business units, products, and processes.

The objective of the Operational Risk Management (ORM) Issues & Events team is to efficiently manage and remediate operational risk events (OREs) and issues across the BU, and ensure timely resolution of events that may impact BAU operations.

Operational Risk Management is looking for a Director of Issues & Events, Root Cause Analysis and Complaints team to lead a diverse team of high-performing professionals focused on ensuring effective operational risk management is embedded in the day-to-day operations of our organization. It will involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

The Director, Operational Risk Management (ORM) Issues & Events, Root Cause Analysis and Complaints team will:

·Define and maintain the scope of issues and events within an enterprise framework, to ensure consistency and thoroughness in approach.

·Perform root cause analysis on key gaps identified in the process and provide recommendations to ensure fixes are implemented and the process runs more efficiently.

·Perform analysis on complaints to identify new operational breakdowns and create a more coherent linkage between the complaints and issues as they are closely tied together.

·Manage and maintain the technology/ processes used to record, manage, and report issues, to ensure they are fit for purpose and efficient.

·Provide guidance to the BU on how to identify, root cause, and log issues, to facilitate a proactive risk management culture.

·Prioritize risks to ensure that root cause analysis and remediation efforts focus on the most impactful issues.

·Educate stakeholders in the BU on issues and event management and provide feedback on their reports and remediation plans

·Develop and maintain a robust process for reporting to internal stakeholders and regulatory bodies, as needed

·Lead cross-functional Committees of Practice (CoPs) to ensure consistency of process and techniques for issues and OREs

·Manage regulatory relationship and exams related to Issues and Events

Minimum Qualifications

Qualifications:

·Bachelor's Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

·6+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) and understands critical operational risk management lifecycle activities

·Experience in at least one of the following: Defining and maintaining the scope of issues and events within an enterprise framework; Managing and maintaining the technology and processes to record, manage and report issues; Providing guidance to business unit on how to identify, root cause and log operational risk issues; Prioritizing operational risks to ensure root cause analysis and remediation efforts focus on the most impactful issues; Educating stakeholders in the business on operational risk issues and event management and providing feedback on their reports and remediation plans

·Strong analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

·Demonstrated history and ability to manage large teams, spread over geographies and with varying backgrounds

·Excellent qualitative analytical skills

·Project management skills

·Excellent communication and interpersonal skills, with an ability to interact and obtain buy-in from senior BU/tech counterparts

·Proven expertise in process governance, with a track record of establishing and overseeing robust decision-making processes that align with policies, regulatory frameworks, and/or operational standards

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

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.

  • Director -ORM- Issues & Events - Root Cause Analysis (RCA)

    1 day ago

    gurugram, India American Express Full time

    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...

  • Director -ORM- Issues & Events - Root Cause Analysis (RCA)

    1 day ago

    gurugram, India AMEX Full time

    You Lead the Way. Weve 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, youll learn and grow as we help you create a...

  • Director -ORM- Issues & Events - Root Cause Analysis (RCA)

    2 days ago

    Gurugram, India AMEX Full time

    You Lead the Way. Weve 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, youll learn and grow as we help you create a...

  • Director - ORM - Issues & Events - Reporting

    1 day ago

    gurugram, India AMEX Full time

    You Lead the Way. Weve 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, youll learn and grow as we help you create a...

  • Director - ORM - Issues & Events - Reporting

    1 day ago

    gurugram, India American Express Full time

    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...

  • Director - ORM - Issues & Events - Reporting

    3 days ago

    Gurugram, India AMEX Full time

    You Lead the Way. Weve 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, youll learn and grow as we help you create a...

  • Director - ORM - Issues & Events - Reporting

    3 days ago

    Gurugram, India American Express Full time

    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...

  • ORM Manager

    1 month ago

    Gurugram, India Publicis Groupe Full time

    Main tasks & Responsibilities:ORM Strategy: Develop and implement comprehensive ORM strategies tailored to individual client needs, including monitoring online mentions and feedback.Online Monitoring: Continuously monitor online platforms, and social media channels, and review websites to identify and address reputation issues promptly.Reputation Repair:...

  • ORM Manager

    1 month ago

    Gurugram, India Publicis Groupe Full time

    Main tasks & Responsibilities:ORM Strategy: Develop and implement comprehensive ORM strategies tailored to individual client needs, including monitoring online mentions and feedback.Online Monitoring: Continuously monitor online platforms, and social media channels, and review websites to identify and address reputation issues promptly.Reputation Repair:...

  • Incident And Change Mgmt

    3 months ago

    Gurugram, India Nityo Infotech Full time

    24x7 , Communication , Change Management , ITIL , Knowledge Management , Leadership , Management , Oracle , Project Management , Root Cause Analysis , Troubleshooting , Ability , Action , Active , Acts , Advance , Analysis , Analytical Skills , Assignment , Attention , Backgrounds , Base , Bridge , Business , Business Communications , CCNA , Career ,...

  • Incident And Change Mgmt

    9 hours ago

    gurugram, India Nityo Infotech Full time

    24x7 , Communication , Change Management , ITIL , Knowledge Management , Leadership , Management , Oracle , Project Management , Root Cause Analysis , Troubleshooting , Ability , Action , Active , Acts , Advance , Analysis , Analytical Skills , Assignment , Attention , Backgrounds , Base , Bridge , Business , Business Communications , CCNA , Career ,...

  • Incident And Change Mgmt

    4 weeks ago

    Gurugram, India Nityo Infotech Full time

    24x7 , Communication , Change Management , ITIL , Knowledge Management , Leadership , Management , Oracle , Project Management , Root Cause Analysis , Troubleshooting , Ability , Action , Active , Acts , Advance , Analysis , Analytical Skills , Assignment , Attention , Backgrounds , Base , Bridge , Business , Business Communications , CCNA , Career ,...

  • Incident Management

    1 month ago

    Gurugram, India Nityo Infotech Full time

    MCSE,Network Experience Required 2 - 5 Years Industry Type IT Employment Type Permanent Location India Roles & Responsibilities Engage into WAR rooms and drive the outages solely,Manage the leadership and business communications,Timely team engagements/escalations Journal updates/documentation,Confident to ask questions...

  • Incident Management

    4 weeks ago

    Gurugram, India Nityo Infotech Full time

    MCSE,Network Experience Required 2 - 5 Years Industry Type IT Employment Type Permanent Location India Roles & Responsibilities Engage into WAR rooms and drive the outages solely,Manage the leadership and business communications,Timely team engagements/escalations Journal updates/documentation,Confident to ask questions...

  • Incident Management

    9 hours ago

    gurugram, India Nityo Infotech Full time

    MCSE,Network Experience Required 2 - 5 Years Industry Type IT Employment Type Permanent Location India Roles & Responsibilities Engage into WAR rooms and drive the outages solely,Manage the leadership and business communications,Timely team engagements/escalations Journal...

  • Problem Manager

    1 month ago

    Gurugram, India Nityo Infotech Full time

    •ITIL Certified•Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Storage, Database, Cloud, End User Computing, and Application)•Strong analytical skills & Proven track record of working collaboratively to improve the customer experience•Ability to communicate technical concepts to...

  • Director System Analysis

    3 days ago

    gurugram, India OpSec Security Full time

    OpSec Security is a well-established and recognized global leader in the provision of physical, digital and online anti-counterfeiting and brand protection solutions. Employing approximately 1,000 colleagues it operates from multiple locations including business hubs in the USA, UK and has other sales and support offices in the EU and the Far East. OpSec is...

  • Director System Analysis

    3 days ago

    Gurugram, India OpSec Security Full time

    OpSec Security is a well-established and recognized global leader in the provision of physical, digital and online anti-counterfeiting and brand protection solutions. Employing approximately 1,000 colleagues it operates from multiple locations including business hubs in the USA, UK and has other sales and support offices in the EU and the Far East. OpSec is...

  • Business Support Analyst

    1 week ago

    Gurugram, India NAB Full time

    Job Responsibilities Provide Business Support, primarily for Incident logging, Production changes and root cause analysis for issuesContact for initial diagnosis of problems, for a system, sub-system or apply known solutions, including documenting problems, progress checking and escalation to ensure resolution, Root cause investigation, defects...

  • Business Support Analyst

    7 days ago

    gurugram, India NAB Full time

    Job Responsibilities Provide Business Support, primarily for Incident logging, Production changes and root cause analysis for issues Contact for initial diagnosis of problems, for a system, sub-system or apply known solutions, including documenting problems, progress checking and escalation to ensure resolution, Root cause investigation, defects...