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

Manager, Enterprise Payments Product Operations

operational risk management, control oversight, and governance support

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.

product operations and risk oversight activities

How will you make an impact in this role?

• Show

• 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

• 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