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.

• Minimum 5 years of operations experience, with a track record of managing enterprise or large corporate clients.

• Fluency or business professional proficiency in Japanese as the role requires managing and supporting enterprise customers and key partners based in Japan, including conducting business review meetings in Japanese.

• Experience driving projects to improve operational success metrics and SLAs and achieve tangible measurable results for clients.

• Strong problem-solving capabilities, you can identify the root cause of issues identified and can work with cross-functional teams to resolve them so the issues do not occur again.

• Data-driven decision-maker with the ability to collect, analyse, and interpret large datasets to prioritise operational improvement, measure success and solutioning with technical teams.

• Strong stakeholder management skills with the experience influencing C-level executives and working cross-functionally with internal teams (e.g., Product, Compliance, and Engineering) to handle pushback and deliver outcomes.

• Technical fluency – you understand APIs, webhooks, and system integrations. While you won’t be coding, you’ll work closely with engineers and be comfortable discussing technical solutions with partners.

• Exceptional communication skills – you can explain complex technical and operational concepts clearly to both technical and non-technical audiences.

• Autonomous and adaptable – proven ability to work independently, manage shifting priorities effectively, and navigate dynamic, evolving business environments.

Experiences that would make your application stand out:

• Prior operational experience in payments or banking sector environments.

• Comprehensive understanding of Correspondent banking products and solutions

• Track record of working directly with Tier 1 or Tier 2 banks or large fintechs in an enterprise environment.

• Familiarity with regulatory frameworks (e.g., AML, KYC, PSD2) affecting cross-border payments and banking operations.

• Led technical onboarding or implementation projects for complex payment systems.

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