Senior Manager, Consumer Duty and Vulnerability SME

Essential Responsibilities:

• Lead complex projects related to the administration of legal entities and corporate structures.
• Resolve complex problems by applying functional expertise and understanding current business trends.
• Develop methods and procedures for new assignments to improve global processes.
• Provide valuable insights on corporate governance and compliance to enhance operational efficiency.
• Collaborate with cross-functional teams to ensure alignment on entity management strategies.

Minimum Qualifications:

• Minimum of 12 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

We are seeking a Consumer Duty & Vulnerability subject matter expert to lead and advise on the application of FCA Consumer Duty and vulnerable customer requirements across PayPal UK. This role is pivotal in embedding good customer outcomes into PayPal UK’s culture, products, services and governance frameworks, with a particular focus on meeting the needs of vulnerable customers

As an internal expert on Consumer Duty and the treatment of vulnerable customers you will work across the UK COO team and cross-functionally with UK and Group Product, Compliance, Risk, Legal teams to ensure PayPal UK not only meets but exceeds regulatory expectations in line with PayPal “work customer back” leadership principle.

In your role as Senior Manager, Consumer Duty & Vulnerability you will:

• Ensure that PPUK builds and continually enhances its frameworks, policies, processes and data monitoring to meet Consumer Duty and Vulnerability expectations and regulatory guidance across UK products and services.
• Act as the subject matter expert in relation to Vulnerable customers, advising UK and global teams on the four Duty outcomes:
• Products & Services
• Price & Value
• Consumer Understanding
• Consumer Support
• Enhance the identification and treatment strategies for vulnerable customers, in particular those at greatest risk of foreseeable harm when interacting with PayPal UK’s products and services, due to one of more of the FCAs four drivers of vulnerability – health, life events, capability and resilience - supporting vulnerable customers to achieve outcomes as good as other customers.
• Lead annual Consumer Duty board report preparation and evidence gathering as it relates to vulnerable customers.
• With the support of a UK Customer Outcomes Manager, drive continuous improvement in customer outcomes and monitoring.
• Develop, and embed a Customer Vulnerability Framework with associated strategies to support PPUK’s vulnerable customers, aligned to an assessment of the risk of foreseeable harm.
• Define and manage MI and conduct risk indicators and support the development of data-led governance to enable PPUK COO and senior managers to monitor customer outcomes for vulnerable and other customer groups.
• Collaborate with product, service and cross-functional teams to align business goals (underpinned by PayPal’s “customer back” Leadership Principle) with FCA Consumer Duty and Vulnerability expectations.
• Identify industry best practice in ensuring vulnerable customers receive outcomes as good as those for other customers.
• Support the UK CEO, COO and CCO by acting as the leading voice of vulnerable customers with internal stakeholders and advocate for vulnerable customers at all levels of the organisation, up to UK and Group Executive and Board level.
• Engage with industry, government and regulatory bodies to ensure PayPal has a leading voice on regulatory policy for vulnerable customers.
• Support the business identification and prioritisation of opportunities for enhancement of products and services, based on Vulnerable customer data, feedback, and other insights.
• Provide training and support to staff and customer facing functions on identifying and responding to signs of vulnerability.
• Ensure that relevant systems and processes consider the circumstances of vulnerable customers and the potential for harm arising from PPUKs products and services if they are not managed appropriately.
• Work in conjunction with legal and compliance teams to ensure compliance with all relevant legislation and regulation (including FCA Consumer Duty, Equality Act, GDPR and Online Safety Act).
• Support implementation of customer centric treatment practices and other controls which underpin effective delivery of vulnerable customer policy expectations, across the global organisation.
• Support regulatory interactions including FCA requests, thematic reviews and supervisory activity.

Skills & Experience

• A passion and commitment for understanding the needs and delivering good outcomes for vulnerable customers.
• SME knowledge and practical application of the FCA Consumer Duty and Vulnerability Guidance in a commercial context.
• Proven track record of success working within a large, complex, UK financial services organisation, ideally relating to delivering good customer outcomes, services and experience
• Proactive, analytical and confident in challenging the status quo in the interest of better outcomes.
• Ability to exercise judgement within an ambiguous regulatory context.
• Excellent written and verbal communication and leadership skills.
• Proven ability to think strategically and execute on a plan through galvanizing different stakeholder groups.
• Experience preparing Board or FCA reporting packs (desirable).

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.