Supervisor, Process Assurance Monitoring

Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: The Process Assurance Monitoring Team Leader builds, develops, and leads a group of employees into becoming a high performing team that meets and exceeds performance goals. They engage and develop their direct reports and foster an open, collaborative environment in which best practices are shared. The Process Assurance Monitoring (PAM) Team Leader supports and drives needs-based risk control monitoring initiatives through communication, coaching, best practice sharing, and calibrations. The PAM Team Leader works closely with GCS Business Risk Control Leads (BRCL) to prioritize GCS monitoring needs and evaluation results

Job Description:

• Review, communicate and coach to daily performance, quality, behavior, and attendance standards at the individual and team level. Utilize formal corrective action procedures as required
• Schedule, prepare and lead the required number of 1:1 coaching, team learning sessions, and stand-ups and ensure that they are interactive, engaging, and agent-driven based upon developmental needs
• Manage the execution of the required number of cases, email, and phone quality reviews per teammate each month
• Participate in teammate selection, internal talent movement, training needs assessment, and closure of knowledge gaps.
• Work through cases and escalations as required
• Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows, and guidelines
• Demonstrate the ability to engage across multiple work streams and partners
• Partner with GCS BRCL for issue documentation and remediation plans to assist in risk mitigation process.
• Deliver results and calls to action to GCS BRCL and leadership; provide insight to help influence change within control environments.
• Work with partners to create, implement, and execute monitoring activities to identify potential gaps or issues within the control environment.
• Champion change in department / functional area by supporting others through the phases of change, communicate positively and consistently through the change.
• Maintain program documentation (e.g., working files, supporting documentation, results reporting , etc.) so that gaps identified can be remediated by the BRCL.
• Communicate and collaborate with leadership to achieve team goals and support partner strategies.
• Create an inclusive and trusting work environment and culture so specialists are motivated to perform at their highest level while bringing the best of themselves to work.
• Participate in special projects as needed and perform other duties as assigned.

Preferred Qualifications:

• Strong verbal and written communication skills and the ability to effectively communicate with teammates, peer supervisors, and department management
• Ability to direct and motivate others and effectively delegate in order to achieve goals
• Demonstrated ability to drive for results (move the needle); understand and articulate the impact of key metrics to teammate and department results
• Ability to recognize the need for, and lead, change management initiatives while maintaining and driving teammate engagement
• Ability to effectively balance company and customer needs to deliver against business goals
• Effective problem-solving skills
• Adept in creating reporting and presentations which simplify complex themes into understandable communication
• Schedule, prepare, and lead 1 on 1’s and team meetings that are interactive, engaging and agent driven based on developmental needs.
• Proficiency in external systems (Internet, Office Applications), and basic knowledge of applicable or relevant internal systems and software (such as Kana, Intranet, Admin Tools, Attack, Status Change, LMS, EWFM, and any other department-specific tools)

Job Requirements:

• 2+ years of related experience in leadership
• BA/ BS degree or educational equivalent preferred
• Supervisory experience in related field

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.