Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.
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.
Responsibilities:
- 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.
- 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.
Key objectives:
- Co-own revenue retention, operational performance, and relationships for your Enterprise platform partners - leading operational initiatives with internal teams to unblock growth opportunities.
- Drive operational performance analysis and work to smooth out operations for the partners in your portfolio.
- Address operational concerns on the partnership as the final escalation point, spotting and resolving recurring friction patterns.
- Propose solutions for partners looking to improve their operational state and support them through execution.
- Partner with Account Managers to drive retention targets by improving transfer success, reducing operational issues, lowering contact rates, and enhancing overall partnership scalability.
- Use data insights to track performance, proactively addressing risks, and implementing initiatives that improve key retention metrics.
- Own operational success plans and data-driven business reviews.
- 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.
Qualifications:
- Minimum 5 years of operations experience, with a track record of managing enterprise or large corporate clients.
- Fluency or business professional proficiency in Japanese.
- Experience driving projects to improve operational success metrics and SLAs.
- Strong problem-solving capabilities.
- Data-driven decision-maker with the ability to collect, analyse, and interpret large datasets.
- Strong stakeholder management skills.
- Technical fluency – you understand APIs, webhooks, and system integrations.
- Exceptional communication skills.
- Autonomous and adaptable.
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