RASC Governance, Strategy, & Operational Excellence Manager

At American Express, our culture is built on a 175-year history of courageous leadership, innovation, 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.

With shared values and leadership behaviors, we’ll continue to set the standard for what it means to provide the best experience every day with premium products and services that help our customers achieve their aspirations. And we’ll do it in an environment where everyone is respected and valued and can reach their potential.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

BU & LOB Description:

The Global Services Group – Customer Experience Communications Governance Team within Global Billing oversees the development and governance of clear, accurate, inclusive, and meaningful servicing communications that show our customers that American Express recognizes their needs and provides relevant solutions.

To achieve this mission, the team develops and manages the tools, processes and standards that ensure that all servicing communications deliver on our Customer First principles, meet our brand, servicing and compliance standards, and are delivered within expected deadlines.

Specifically, the team utilizes an ITSM tool called RASC (Review and Approve Servicing Communications) for the review, approval, and maintenance of these servicing communications across the enterprise. 

Purpose of the Role:

We’re looking to fill this position with a well-rounded Manager with strong governance and documentation skills, as well as process and project management experience who knows how to work collaboratively with business partners, IAG, control management, governance, and technology teams. 

The role will primarily focus on internal communications, including governance, audit, risk and control documentation, including those to support RASC audits, business-related audits that involve RASC, PRSAs, and controls.  The role will also include visioning the 3-year RASC strategy and roadmap for RASC growth. 

A smaller component of the role will involve editing and proofreading customer facing servicing communications, including remediations, and supporting a team of Editors and proofreaders.

Responsibility:

As the owner of the RASC strategy and governance process, the optimal candidate will be equally passionate about efficient processes, documentation, and the customer and colleague experience:

Internal communications and documentation. Examples: 

• RASC documentation, including SOPs, PRSAs, roles and responsibilities (RACIs)
• RASC audit responses, as needed – including finding and MAP closure
• Business-related audit queries relating to RASC
• Communications Resource Center training and guides, including annual reviews, RASC Framework
• Colleague-facing RASC notifications, including automated emails and notifications
• Business Continuity Plans
• Customer Correspondence RCSA Lead
• Any preparation for future audits
• Consolidation of CEC Metrics/Reporting documentation, including VP-level scorecard
• Project planning to support the above

Review and editing of customer-facing servicing communications (CE Governance approvals) –including non-Credit communications including emails, letters, and SMS, including but not limited to: 

• Acquisitions
• Manual and Outlook
• Remediations/CAPs

Lead the strategic vision for RASC, including roadmap for growth to support the enterprise.  Partner with the RASC Operational Manager and CE Governance team to execute that vision. 

Develop effective operational processes, identify compliance gaps, and tighten controls; collaborate with Business, technology, and compliance partners. In addition, maintaining accurate SOPs for all processes across the Customer Experience Communication team will be critical.

Support annual review processes for servicing communications to ensure content accuracy while partnering with communication owners across the enterprise.

Minimum Qualifications:

• 3 plus years of demonstrated contributions across Amex risk, control management, governance, and/or compliance functions. This includes demonstrating past experience with developing documentation including SOPs, roles and responsibilities, and audit responses. 
• Excellent verbal and written communications skills.  There will be writing and documentation tests required for the role.
• Strong analytical and critical thinking skills
• Customer focus, balanced with a rational business sense
• Demonstrated thought leader and creative problem solver
• Understanding of communications journey and processes would be an advantage
• Interest in process improvement and capability management
• ·     Ability to manage a range of projects and responsibilities simultaneously with strict deadlines

      Preferred Qualifications:

• Bachelor Degree 

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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