Susan Mcgovern
Phoenix
Summary
Experienced professional in AMEX third-party risk and vendor management. Skilled in risk analysis, monitoring, and collaboration with internal and external stakeholders to achieve risk management objectives. A top-performing team member known for exceeding expectations, meeting deadlines, and delivering high quality. Communicates with confidence, instilling customer trust. A creative thinker who challenges the status quo and questions current approaches.
Overview
16
16
years of professional experience
Work History
Senior Analyst, USCS Control Management
American Express
12.2019 - Current
- BU TLM SME for US Consumer Services to drive Control Management, efficiency, and agility in the implementation of complicated regulator TLM onboarding and Ongoing Monitoring processes
- First point of contact and facilitator for USCS TRMs to provide guidance, training, and assist with GSM, TLM, TSM and Central to meet BU time to market expectations
- Manage and assist BU with third parties from onboarding to termination to ensure the processes are advancing timely and BU meets the required Control & Compliance standards, including: TLM/TSM/Sentinel assessments, Ongoing Monitoring, gap remediation and collaborate with risk pillar SMEs to resolve issues and gaps to complete deliverables
- Confirm all TLM Payment Review, Sentinel Outreach and Central AEMP 30 notices are resolved to prevent contract bypasses, gaps or AEMP 30 findings
- Complete Resy’s AEMP 88 Business Conduct monthly email and call monitoring review
Compliance Analyst-Third-Party Life Cycle Management
American Express
08.2017 - 12.2019
- Manage third-party risk assessments end-to-end process and TLM first point of contact for three business units
- Schedule and facilitate risk assessment questionnaire calls (RAQ)
- Gather and review due diligence documents from third-party and internal partners to confirm third parties adhere to American Express’ requirements and standards
- Work closely with Bank partners to ensure third-party risk assessments are prepared for Board and VRC reviews
- Work closely with BU TRM and OE to complete risk assessments accurately and timely
- Provide TLM COE RA decisioning to GSM Procurement, CLM, GCO and TRM
- Launch engagement into ongoing oversight and review the Business Units third-party PMQ and metric to ensure alignment
- Complete TLM third-party cancellations
- TLM Team representative for World-Check reports, BST resolve, TLM Task Force and Process Unity UAT testing
- Assisted with TLM contractor interviews and hiring decisioning
Virtual Program Administrator
American Express
05.2013 - 08.2017
- First point of contact for 9 Global Client’s Program Administrators and Account Development Team pertaining to their American Express card programs
- Program consultation regarding American Express products and services
- Strong knowledge of Commercial, Meeting and Purchasing Card programs
- Proficient in reporting and provided program data to clients
- Program maintenance and hierarchy organization
- Proactively updates and streamline existing processes
IBM/PA CMC
IBM
11.2010 - 05.2013
- Manage IBM CMC card program ensuring both IBM and American Express’ policies and procedures are followed
- IBM CMC On-Site Annual Audit
- Prepared with full understanding of accounts chosen for audit
- Created an easy-to-understand packet for each account enabling IBM to get answers to their questions without compromising American Express internal systems information
- IBM CMC audit score passed with 100% for the first time
- Achieved a L1/G1 on annual performance evaluation
Corporate Client Credit CCP
American Express
11.2009 - 11.2010
- Facilitate inbound/outbound credit dunning calls to resolve payment issues that minimize financial risk to American Express
- Communicate and serve as liaison between Field Sales, MAD/MBD and client to resolve issues at first point of contact
- Decrease risk to American Express through account analysis and effective research
- Analyze corporate accounts for permanent/temporary limit increase or financial support
Small Business Pre-Agency CCP
American Express
11.2008 - 11.2009
- Analyze and manage collection of Small Business portfolio to meet department / team goals and expectations using ROP as a guideline for effectiveness
- Effectively and respectfully communicate difficult messages and de-escalate calls, to all levels of management
- Facilitate inbound/outbound credit dunning calls to resolve payment issues that minimize financial risk to American Express
Skills
- Comprehensive Risk Analysis
- Third-Party Risk Oversight
- Process Unity
- Conga
- Archer
- Problem-Solving Proficiency
- Detail-Oriented Approach
- Effective Prioritization
- Ability to Adjust Strategies
- Versatile Problem Solving
- Cross-Functional Collaboration
Timeline
Senior Analyst, USCS Control Management
American Express
12.2019 - Current
Compliance Analyst-Third-Party Life Cycle Management
American Express
08.2017 - 12.2019
Virtual Program Administrator
American Express
05.2013 - 08.2017
IBM/PA CMC
IBM
11.2010 - 05.2013
Corporate Client Credit CCP
American Express
11.2009 - 11.2010
Small Business Pre-Agency CCP
American Express
11.2008 - 11.2009
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