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Manager - International Operational Excellence

4 weeks ago

Singapore AMERICAN EXPRESS INTERNATIONAL INC. Full time
Roles & Responsibilities

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 company values 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.

International Operational Excellence (“IOE”) organization is responsible for supporting our international Issuing and our international Acquiring businesses across 27+ markets in ensuring a robust first line of defense, and in playing an active role in supporting the Business meet its growth objectives whilst demonstrating an effective control framework.

Our organization helps our international businesses manage risk, respond to new regulation, and develop new products whilst creating and nurturing effective partnerships across multiple key stakeholders across the organization. The organization also leads an enterprise-wide International Financial Crimes Transformation program and an international first line privacy function designed to strengthen our enterprise-wide controls around privacy and information protection.


Job Responsibilities

Reporting into the Director, International Operational Excellence, this position will be responsible for actively supporting the ICS business in delivering on their business objectives, including Singapore Outsourcing Program, 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
  • Third Party Risk – Support sound execution of the TLM program, ensuring that the business manages vendor risks by ensuring appropriate risk assessments and the closure of issues in line with the TLM framework.
  • Outsourcing Management – Support the Singapore Outsourcing Committee in its oversight of its outsourced activities by maintaining the Singapore Outsourcing Program & ensuring outsourcing arrangements comply with Singapore regulatory requirements by performing assessment and due diligence on newly identified outsourced service provider (OSP), facilitate proposal on new outsourced arrangements to the Singapore Outsourcing Program, and ongoing monitoring on existing outsourced service providers
  • Governance framework: Ensure that the Governance Framework adopted in Singapore 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 for Singapore, 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 IOE Governing standards.
  • Perform Ongoing Customer Due Diligence (OCDD) on High-Risk Customers referred by Market Compliance as well as, prepare communications to request for KYC documentations from Card Member on an ad-hoc basis
  • 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.


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
  • Good understanding of Singapore regulatory outsourcing governance experience strongly preferred
  • 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
  • Highly organized and detail-oriented individual with strong analytical mindset
  • Strong project and process management skills; Proven ability to handle multiple priorities simultaneously as well as frequent ad-hoc requests
  • Ability to demonstrate outstanding judgment and flexibility, identifying and reacting to critical issues in a timely manner
  • Excellent oral and written communication skills
  • Fluency in verbal and written English required
  • High standard of integrity
  • Strong business and financial acumen with In-depth knowledge of ICS business and processes preferred

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

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


Tell employers what skills you have

Management Skills
Written English
Operational Excellence
Risk Assessment
Assessing
Change Management
Outsourcing
Business Process Improvement
Process Management
Audits
Operational Risk
TLM
Regulatory Requirements

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