Job Description

The Solution Enablement GNPS 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.

Responsibilities

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

Qualifications

• 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

About Us

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.

About the Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.