Customer Identification Group Leader

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

Job Description:

The PayPal Group Leader leads a team of Team Leaders who are dedicated to driving world class service for our customers. This includes motivating, building, coaching and developing Team Leaders to become highly effective, responsive, inclusive and people-focused leaders. A key accountability is to spend time coaching Team Leaders enabling them to become a high performing team that meets and exceeds performance goals. Work scope focuses on Risk/Compliance/Fraud and KYC.

The Group Leader participates in hiring, on-boarding and retaining the right talent for the team. This role also manages the workflow, escalations and delegations across the leadership team as well as managing service levels while continually looking for ideas for improvement. The Group Leader collaborates with Directors on ideas for improvement, implementing strategy and execution plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to Directors. Group Leaders are expected to effectively lead a team of 5-10 Team Leaders and has an indirect leadership of 85-150 Teammates. In this capacity, the Group Leader is accountable for developing and growing exceptional talent at all levels. Additionally, the Group Leader is responsible for establishing a people-focused culture where empowerment is encouraged, diversity and inclusion is part of the culture, and engagement is high.

Responsibilities:

• Sets clear goals & measurements, drives team results to achieve organization goals

• Coaches & develops a team of Team Leaders/ Support Leaders & teammates into a highly responsive team that meets & exceeds the required published performance standards

• Ensures Team Leaders are coaching, developing & communicating with their teams routinely & effectively through conducting coach the coach sessions & observations of their Team Leaders in various forums

• Utilizes behavioral based coaching model when coaching Team Leaders enabling the leaders to self-assess the methods to be successful in achieving goals

• Proactively leads & facilitates constructive two-way dialogue between Team Leaders & other functions to drive operational excellence

• Utilizes a diverse range of development, to grow Team Leaders

• Utilizes Situational Leadership skills to effectively delegate & adjust coaching style to the performance & knowledge level of the teammate & Team Leader being coached

• Utilizes Performance Development Planning process to enable the team to create & follow up on plans for teammate & Team Leader career development

• Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high impact coaching & development activities

• Establishes global relationships with other leaders & business units, & support groups, throughout the organization, to ensure excellent information flow & feedback on impacts of process, policy & product changes

Competencies:

• Change Management

• Enable and Grow Talent

• Innovate Constantly

• Deliver Stand out Results

• Executes Well, Managing/Measuring Work

• Shared Values/ Ethics

• Customer Focus

• Belonging

Job Requirements:

• 5 + years of experience in people management

• 3+ years Compliance, Risk, Fraud Management at a financial institution would be a distinct advantage

• Customer communication experience

• Bachelor’s degree or equivalent work experience

Preferred Qualifications:

• Strong verbal & written communication skills, & the ability to effectively communicate with teammates, leaders & business unit leadership

• Track record of creating inclusive, high performing teams

• Excellent organizational, communication, & interpersonal skills

• Ability to influence & drive positive changes in performance utilizing data & reports

• Ability to recognize the need for & lead through change management initiates while maintaining & driving teammate engagement

• Proven ability to overcome resistance & drive Team Leaders to meet & exceed on customer experience goals & business goals

• Effectively influences Team Leaders to target coaching opportunities & ensure continuous performance improvement

• Ability to anticipate trends & patterns, act quickly to change course & maintain momentum towards reaching established goals

• Ability to define & utilize quantitative & qualitative management information reports to increase overall performance scores & drive for positive results

• Proficiency in systems, proficiency in &/or ability to quickly learn internal business systems

The above statements are intended to describe the general nature of work being performed within the role.  They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.  Additionally, Individuals need to be able to work any shift within a 24-hour period Monday through Sunday.

Preferred Qualification:

Subsidiary:

Travel Percent:

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

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 talentaccommodations@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.