American Express—Manager Operations

Job description

Description: This role will lead L1 Business Service Management team ensuring the stability, availability, and resilience of Oracle EBS and W-Series platforms — overseeing incident and service-request resolution, file-transfer monitoring, configuration and release management, patching validation, and Disaster Recovery testing. You'll drive strong operational governance, audit readiness, and continuous improvement while building team capability through coaching and process standardization, all while enhancing the customer and colleague experience across the Procure-to-Pay landscape. Requirements: - Bachelor’s degree in finance, Business, or related field required with 15+ years of leadership experience managing global Procure-to-Pay operations within complex, multi-entity organizations. - Knowledge and experience of ERP applications including Ariba, Concur, Oracle application across sub-ledger - Relevant experience in L2 support, project management, leading large scale cross functional projects in a similar or comparative environment is preferred - Demonstrated ability to lead teams and influence cross-functional stakeholders across Finance, Technology, Capabilities, System Integrator, and Risk. Responsibilities: - Lead an 8-member L1 Business Service Management team supporting Oracle EBS and W-Series platforms. - Ensure the operational stability, availability, resilience, and business continuity of critical platforms. - Manage the resolution of approximately 3,000 annual incidents and service requests across Oracle EBS and W-Series. - Oversee the daily monitoring of approximately 300 inbound and outbound file transfers across integrated applications and ensure timely investigation, resolution, reprocessing and escalation of interface and batch-processing failures. - Oversee configuration management across E2 and E3 environments for SL modules — ensuring controlled changes, version integrity, and consistency from testing through to production. - Lead incident triage, root-cause analysis, corrective action planning, and stakeholder communication. - Coordinate business validation activities for operating system, database, server and application patching. - Ensure comprehensive post-deployment validation across Oracle modules, interfaces and critical business processes. - Govern release readiness, defect resolution, production validation and operational sign-off. - Lead annual Disaster Recovery testing for the Oracle EBS global instance and biannual testing for the Oracle India instance. - Maintain robust operational governance, control documentation, audit evidence, risk reporting and service metrics. - Strengthen team capability through coaching, cross-training, process standardization and continuous improvement initiatives.