Senior Partner Operations Manager (Japanese Speaking) - Wise Platform

As a Senior Partner Operations Manager, you'll own the operational strategy and execution for a portfolio of high-value enterprise partners on Wise Platform - driving continuous improvement in their payments’ experience, so partners stay operationally stable and ready to grow.

That breaks into two parts

• Owning the operational strategy: You set and drive the strategy behind improving operational performance and volume retention for your partner portfolio - working to improve the partnership operations, in close partnership with the Account Management team (who own the commercial relationship).
• Resolving root causes of issues identified: You put that strategy into action day-to-day, working with cross-functional teams across operations, product, tech, legal, compliance, implementation, and business development to keep partners stable and unlock growth.

You will be co-owning Wise Platform partner revenue retention and operational performance, working closely with the Account Management team and Wise operational teams to ensure Wise Platform Partners get the most value from our partnership, are operationally stable and can expand to new products and solutions.

This role will give you the opportunity to

• Co-own revenue retention, operational performance, and relationships for your Enterprise platform partners - leading operational initiatives with internal teams to unblock growth opportunities. In practice, this means driving operational performance analysis and working to smooth out operations for the partners in your portfolio. You'll address operational concerns on the partnership as the final escalation point, spotting and resolving recurring friction patterns, while managing stakeholders and running business review meetings. You'll also propose solutions for partners looking to improve their operational state and support them through execution - ultimately removing the operational obstacles standing in the way of growth.
• Partner with Account Managers to drive retention targets by improving transfer success, reducing operational issues, lowering contact rates, and enhancing overall partnership scalability. To do this - we expect you to use data insights to track performance, proactively addressing risks, and implementing initiatives that improve key retention metrics, ensuring long-term partner satisfaction and minimising churn.
• Own operational success plans and data-driven business reviews, including helping manage Quarterly Business Reviews, to maximise the value partners get from Wise. Build plans aligned to key metrics (success rates, contact rates, customer satisfaction), holding both partners and internal teams accountable to timelines. Regularly present data analysis and progress updates to partners, using the insights to shape ongoing strategic improvements.
• Advocate for partner needs by providing feedback to internal teams, influencing product roadmaps, and ensuring our platform evolves to meet the complex needs of enterprise banking and fintech clients.
• Optimise internal and external processes, using data-driven insights to identify recurring challenges and implement solutions that scale operations and improve partner experiences.
• Develop trusted relationships with senior stakeholders at partner organisations, ensuring alignment on operational goals and fostering long-term, strategic collaboration. Influence the partners to implement the endpoints & webhooks to help automate internal & partner’s support operational teams by sending the data via API to our partner.
• Analyse the quality of the servicing we provide to our partners and their customers. Getting the feedback from partners and reviewing how internal procedures and SLAs help partners and their end-users get the most efficient service from Wise. Identify and raise the key improvement areas.