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Operational Excellence Manager

Job Description

ICS Operational Excellence strives to enables sustainable ICS ("International Consumer Services") growth through driving flawless execution & excellence across business processes, products & capabilities. Operational Excellence is critical in ensuring that ICS has a robust first line of defense and plays an active role in supporting the Business meet its business objectives and demonstrating an effective control framework.

This is achieved through:

  • Ensuring that ICS Operational Excellence is a trusted partner to ICS business in supporting them meeting their expectations, and in doing so, operates efficiently, leveraging centers of excellence where applicable, but also ensuring strong business focus and presence.

  • Actively supporting the business in delivering change, ensuring that governance processes and crisp, efficient and effective.

  • Ensuring an effective and robust framework is in place to enable the business to accept, manage or mitigate material risks and issues;

  • Ensuring that ICS has an effective framework for Process Management that ensures processes well designed, meet applicable requirements, are supported through robust controls, integrated testing, and appropriate investment in capabilities.

  • Timely & effective resolution of risks and issues, supported by effective prevention framework to identify & eliminate their root causes

  • Ensuring risks related to Third Parties, Partners & Legal Entities are managed in line with regulatory & AXP expectations.

Job Responsibilities:

Reporting into the Director, ICS Operational Excellence (Asia), this position will be responsible for actively supporting the ICS business in delivering on their business objectives, and in ensuring the business is executing effectively against local and central control and compliance expectations.

This will mean being a trusted advisor supporting the business on assessing, mitigating and accepting risk; ensuring a strong control focus is integrated into day to day operations, that local Legal Entities operational risk processes are appropriately managed, in ensuring issues and risks are managed fast and effectively with root causes identified and addressed, and in supporting business initiatives to enable strong business growth in the region.

  • Issue Management - Supporting business processes to effectively manage and resolve issues. Drive early detection of risks and issues, supporting the business to fix them rapidly and in line with risk appetite.

  • Support the business activities to prevent customer-impacting issues via effective processes and controls design and execution

  • Governance framework: Ensure that the Governance Framework adopted across the market is effective and streamlined, aligned with AXP Governance Standards, effectively supports business processes and change management and meets external regulatory requirements.

  • Enabling business growth and Change Management - Manage the end-to-end risk assessment process for all new products, platforms and capabilities across the market, supporting and enabling business growth. The incumbent will be responsible for ensuring that the Change Management program is compliant with the Enterprise AEMP 54 management policy and ICS Operational Excellence Governing standards.

  • Third Party Risk – Support sound execution of the TLM program and any market specific outsourcing requirements,  ICS  ensuring that the business manages vendor risks by ensuring appropriate risk assessments and the closure of issues in line with the TLM framework.

  • Audit Engagement - Support the business in managing audits.

  • Process Risk Self Assessment - Support process owners in creating and documenting their process in addition to the risks and controls in their process using the PRSA methodology. Facilitate the annual Risk Assessment Questionnaire refresh process for the market. Ensure robust coverage of ICS) processes through the PRSA program and execute all PRSA framework requirements.

  • Training and Awareness: Drive Operational Excellence, control and compliance principles and standards across the market, delivering tailored training as required.

Minimum Qualifications

  • Experience in Operational Excellence, Compliance, Operational Risk or a related discipline preferred, ideally in more than one of these disciplines Exceptional communication and influencing skills and demonstrated experience effectively working with senior leaders

  • Experience in business process improvement, control design and development of control and process testing.

  • Ability to build relationships, influence decisions, and partner with stakeholders to deliver on shared objectives

  • Confidence in decision-making in highly matrixed, complex & ambiguous situations

  • Analytical thinker with strong quantitative skills and demonstrated experience in developing actionable insights

  • Strong project and process management skills; Proven ability to handle multiple priorities simultaneously as well as frequent ad-hoc requests

  • A ‘growth mindset’ and nimble learning agility to identifying and drive new thinking

  • Strong business and financial acumen

  • Fluency in verbal and written English required

  • In-depth knowledge of Consumer cards, or payments business and processes preferred

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

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.


ReqID: 21009645
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 29, 2021, 3:49:00 AM