Director - Global Servicing Operational Risk

#4th in Great Place to Work's Best Company To Work For 2025
#10th in Fortune Magazine’s 2025 World’s Most Admired Companies
#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
Top GBS Employers for the Philippines (2025) by the Everest Group

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. As part of Team Amex, you’ll experience this 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.

How will you make an impact in this role?

The Global Risk & Compliance Organization is an independent risk management function, led by the Chief Risk Officer, with the objective of ensuring that American Express operates in a safe, sound, and fully compliant manner with all applicable regulatory expectations. Global Risk & Compliance creates and maintains the overall risk management framework, performs independent risk management assessments, and monitors applicable risks. 

Colleagues within Global Risk & Compliance are passionate about our commitment to drive the Company’s goals of growth and progress by creating a culture of risk awareness and proactivity around regulatory matters. 

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

The objective of the ORM Governance team is to develop, oversee and strengthen the organization’s ORM framework to ensure that governance structures, policies, and procedures are robust, effective, and align with regulatory requirements and best practices.

The ORM Governance Organization is looking for a Director, Global Servicing Operational Risk to join a diverse team of high-performing individuals. Reporting directly to the VP, U.S. Consumer Services & Global Servicing Operational Risk, this role plays a critical part in assessing, monitoring, and challenging the first line’s risk management practices in the Global Servicing Business Unit.

Global Servicing (GS) is responsible for the company’s customer service, travel & lifestyle, credit & collections, and fraud operations teams that serve our consumer, banking, merchant, and commercial customers around the world. 

The ideal candidate will partner closely with first-line stakeholders and enterprise risk functions to provide independent oversight and challenge, ensuring that risks across Global Servicing are identified and managed effectively. 

The Director, Global Servicing Operational Risk will:

Assess and challenge first-line risk identification, assessment, and mitigation efforts (i.e., Risk & Control Self-Assessment) to ensure alignment with enterprise operational risk standards. Analyze business processes and activities to identify potential risks, control gaps, and emerging risks, using a thorough understanding of operational risk management lifecycle activities. Support the development and refinement of risk policies, standards, and procedures. Assist in applying the enterprise risk management framework across Global Servicing. Support Global Servicing in embedding risk management practices into daily operations and decision-making. Track and analyze key risk indicators (KRIs), providing insights into risk trends and areas requiring attention. Contribute to risk reporting efforts, preparing materials for senior management, risk committees, and regulatory engagements.

Minimum Qualifications:

5-10 years of experience in operational risk management in a financial services firm, e.g. process governance, issues management, creating and/or maintaining risk & control self-assessment frameworks; including policies, guidelines, procedures and/or related functional responsibilities (Compliance, Audit, etc.) People leadership experience and core leadership skills Excellent communication and stakeholder management skills, with the ability to synthesize key messages Strong analytical and critical thinking mindset with a proactive approach to problem-solving and decision-making, with an ability to analyze data, identify trends and evaluate risk scenarios effectively Detail-oriented and proactive, with strong prioritization skills in a dynamic environment High ethical standards and a commitment to integrity and accountability

Preferred Qualifications:

Bachelor’s degree in finance, Business, Risk Management, or a related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous. Knowledge of call center operations. Proficiency in risk management tools, data analysis, and reporting systems. Knowledge of first line business operations, products, and regulatory requirements pertaining to the operations and offerings of cards, payments services, lending, and deposits across consumer, small business, commercial, and corporate customer segments. Experience in supporting transformation and change initiatives within an organization. Experience in at least one of the following: Providing identification of operational risks throughout business processes and systems or independently reviewing identification of risk. Facilitating risk assessments or independently reviewing assessments and testing program outcomes to ensure regulatory and internal standards are met. Leading or independently reviewing control monitoring, including identification of control improvements. Identifying areas of heightened risk for intervention.

ORMCM

Additional Details:

Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home) Work From Home Requirements: Must have at least 25 mbps internet connection plan / speed Must have a private & quiet area to work at home American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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.

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