Director, Control Management - TLS, Lounge, US Insurance

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, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

US Consumer Services is looking for a Director of Risk ID and Assessment to lead a diverse team of high-performing professionals focused on ensuring control management is embedded in the day-to-day operations of our organization. This role will also play a key part in advancing the modernization of risk management practices, including leveraging AI and advanced analytics to enhance risk identification and assessment. It will involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

The objective of the US Consumer Services Control Management Risk ID, Assessment, Testing and Reporting team is to identify, assess, mitigate, and report on Operational Risk within BU processes for US Consumer Services to ensure adherence to regulatory standards, Amex policy and enhance the BU's resilience through managing a clear methodology of inherent and residual risk.

The Director, US Consumer Services Risk ID & Assessment, Travel & Lifestyle Services (TLS), Global Lounge Network (Lounge), and US Insurance (Insurance) will:

• Provide and support identification of risks throughout business processes and systems (along with business process owners)
• Facilitate BUs in their risk assessments performance (e.g., Risk & Control Self Assessments (RCSAs)) in addition to further assessments and testing / QA programs to ensure regulatory and internal standards are met (e.g., periodic RCSA reviews and update assessment criteria to align with regulatory updates)
• Lead control monitoring (supplemental to BU process owners testing) and proactively communicate key OR trends, activities, and events to senior management, to facilitate informed decision-making
• Proactively identify areas of high-risk for intervention (e.g., automated alerts generated for high-risk areas signal need for intervention and focus), including conducting independent quality assurance and vertical process testing
• Compile thematic risk reporting (levels, trends, causes) to provide actionable insights to BU on current risk levels, emerging trends and root causes
• Categorize controls and map against risks and processes (e.g., cross-BU process-control mapping)
• Support BU with identification of risks and spotting areas where product changes or improved controls may be required within New Product Governance (NPG)
• Champion risk management practices within the business
• Develop risk profiles and maintain an updated risk register(s)
• Be a key leader for sharing insights, better practices, themes, etc. across the enterprise

Required Qualifications:

• 6+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities
• Deep understanding of state-level regulatory frameworks (e.g., insurance, travel services) and demonstrated ability to translate legal requirements into effective operational risk controls
• Demonstrated ability to leverage AI and advanced analytics to modernize operational risk management practices, enhancing risk identification, monitoring, and control effectiveness.
• Excellent project management, communication, and interpersonal skills, with an ability to interact and obtain buy-in from senior BU/tech counterparts.
• 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.
• Experience within financial services industry.
• 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.

Preferred Qualifications:

• Bachelor’s degree in finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous.
• Experience in at least one of the following:
• Providing identification of operational risks throughout business processes and systems
• Facilitating risk assessment performance in addition to further assessments and testing programs to ensure regulatory and internal standards are met
• Enhancing risk assessments and associated methodologies
• Leading independent control monitoring, including identification of control improvements
• Identifying areas of risk for intervention, including conducting independent quality assurance and process testing

• Compiling thematic risk reporting to provide actionable insights on risk levels, emerging trends and root causes 

   

   

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

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.