Operational Resilience Manager

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.

This new and exciting role, which reports to the Director, Operational Resilience, will manage and lead the UK Issuing Legal Entity Operational Resilience Program, supporting the Board across all its Senior Managers and advisors to ensure it continues to meet its obligations and commitments regarding Operational Resilience.

This role will be part of a team responsible for the ongoing delivery and evolution of Operational Resilience, partnering closely with stakeholders across the Enterprise including Compliance, General Counsel Office and Control Management, alongside supporting Senior Managers (including in Card Issuing, Servicing, Operations and Technologies) to own, define, execute and evolve many elements of compliance with the rules and principles of Operational Resilience.

• Provide managerial support for the Operational Resilience oversight process for the UK Issuing Legal Entity
• Drive re-assessment of methodology that identified the important business services and disruption tolerance levels to evolve and improve over time
• Create, assess, lead and facilitate scenario testing of our important business services, partnering with impacted stakeholders and business units to identify resilience capabilities and opportunities to enhance resilience
• Capture outputs from scenario testing, live incidents and mapping to drive remediation activity, for reporting to senior leadership groups, and oversee remediation plans through to completion
• Collate data, insights, decisions and risks from the overall program to build the annual self-assessment
• Partner with resource pillar stakeholders to assess and enhance the resiliency and safeguarding of critical assets to support the delivery of our services
• Create and maintain Operational Resilience playbooks that spans technology, people, facilities, third parties and processes
• Coordinate and facilitate training to impacted groups, to further embed Operational Resilience culturally into the UK Issuing business

• Significant experience in operational resilience, business continuity, risk management, or a related field within a regulated industry
• Deep understanding of relevant regulations across markets
• Proven ability to drive complex change in a regulatory environment through influence and leadership
• Exceptional project management skills, with a focus on governance, rigor, and delivery
• Skilled in facilitating complex group discussions, generating insights, and translating them into actionable plans
• Strong thought leadership and ability to ask insightful questions to foster new ideas
• Experience creating clear, concise documentation for senior audiences (internal and external)
• Highly organized, able to balance multiple priorities through effective time management and prioritization
• Methodical, with attention to detail and a proactive approach to identifying and remediating improvement opportunities
• Expertise in preparing presentation materials for senior leadership, including Board level
• Ability to understand complex end-to-end processes, including technology, servicing, and customer impacts
• Strong customer focus to ensure positive outcomes
• Exceptional relationship management, influencing, communication, and collaboration skills at all organisational levels
• Confidence in holding others accountable and constructively challenging commitments
• Strong sense of accountability and action orientation to maintain momentum
• Flexibility to adapt quickly to dynamic and changing environments.

Depending on factors such as business unit requirements, the nature of the position, cost and…