The Partner Business Solutions (PBS) Manager is part of the Global Network Services (GNS) team and is responsible for managing relationships with GNS Bank Partners in Japan and China.
This role supports business growth by ensuring stable operations, delivering high-quality servicing, and enabling smooth implementation of products and capabilities. In addition, the role contributes to strengthening partner engagement through proactive consultation/support and continuous improvement initiatives.
In addition, the role contributes to strengthening partner engagement through proactive support and continuous improvement initiatives, while supporting partners to scale their business in a stable and sustainable manner.
1. Relationship Management
Manage day-to-day relationships with assigned GNS Partners and build effective working relationships with partner operational teams
Act as a primary point of contact for operational matters while maintaining a broader understanding of partner needs
Support partner engagement through responsive and solution-oriented communication
2. Partner Support & Consultancy
Provide guidance to partners on card issuing, acquiring, and operational processes (e.g., disputes, fraud, data security)
Support partners in adopting new capabilities such as EMV, 3DS, mobile and tokenization
Work with partners to address operational challenges and improve processes where needed
3. Project Management & Implementation
Lead or support projects including new partner onboarding, product implementation, and compliance-related initiatives
Ensure projects are delivered on time and in line with internal and external requirements
Coordinate with internal stakeholders to support smooth execution
4. Operational Management & Issue Resolution
Act as the main contact point for partner inquiries and issues, including escalation where required
Track and analyze issues, identify root causes, and implement improvements to prevent recurrence
Monitor partner operational performance and work with partners to maintain stable operations
Identify opportunities for operational and process improvements to enhance partner experience and efficiency
5. Risk & Control
Ensure adherence to GNS policies, operational standards, and regulatory requirements in Japan
Support a strong control environment through accurate processes and proper issue management
6. Collaboration & Continuous Improvement
Work closely with Business Development and internal teams to support partner initiatives
Contribute to process improvements and share best practices within the team
Support training and knowledge sharing activities as needed
Understanding of card issuing/acquiring processes and operational frameworks
Knowledge of industry capabilities (EMV, 3DS, Mobile, Tokenization, etc.)
Strong communication and relationship management skills
Problem-solving mindset with ability to drive improvements
Project management and prioritization skills
Team player with strong communication skills in both Japanese and English
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
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