CIP Performance Analyst

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal s 392 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.In the Customer Identity Team (CIP), our main responsibility is to verify the identities of our customers in a timely manner, ensuring Service Level Agreements are met. Customer Identity Performance Analysis will provide regular updates on departmental performance, assess teammate level performance to highlight outliers for targeted coaching. Performance Analyst will work with Business Intelligence partners to define, design, and develop analytic solutions to improve optimization of resources. Performance Analyst will combine data from multiple sources to respond to high-level business questions. Performance Analysts will improve operational efficiency by providing insights into operations of business, proactively suggest areas for further improvement. Performance Analyst will develop and maintain complex analytical reports and dashboards. Bring your enthusiasm for data analysis to a team that cares deeply about customer satisfaction. This is not a job where you just read a script you are empowered to embrace change by using creativity and skill to provide valuable insights into performance trends. The selected individual must practice independent decision making, critical thinking and collaborate with stakeholders across the business to be successful. Responsibilities: Collaborate with Business Intelligence (BI) parents on setting and re-benchmarking of quarterly performance targets, and on development and testing of internal reports. Provide daily update on SL, AHT, volume trends. Provide deep dive reports and coaching recommendations on teammate level to improve performance. (AHT, Productivity). Provide regular updates on Absenteeism, PTO balance, Productivity. Participate in projects and support with relevant reporting on departmental initiatives (PET reporting, email, Name Change reporting). Provide comments for monthly performance on Customer Metric Monitoring Dashboard (CMMD). Provide weekly KPI updates and collect departmental Progress, Plans and Problems (PPPs). Provide monthly/weekly reports to support the business, for example monthly incentive rewards to top productivity. Provide reporting insights on performance to evaluate required HC staffing to process incoming case volumes. Provide reports to facilitate half yearly/annual employee evaluations ensuring consistent approach across global team to meet budget requirements. Support any other ad hoc initiatives as required. Proven track record working as part of a global and cross functional leadership team. Understand the business requirements and identified gaps in different processes and implemented process improvement initiatives across the business improvement model. Provides regular high-level analysis and insights in key areas such as productivity, customer experience, Inquiry rate and customer detractors to drive improvements Operates as the central point of coordination and communication with Group Leader regarding team performance, Quality, documentation follow up and various report analyses. Coordinated meetings to review high-level project requirements, action plans and timelines with senior management. Develop robust monthly insights for Directors and Group leaders Identifying business trends by utilizing real time data, compiling reports, and following up on resultsCompetencies:

• Analytical Skills
• Attention to Detail
• Business Acumen
• Decision Making
• Critical Thinking
• Problem Solving
• Process Management
• Time Management
• Drives for Results
• Customer Focus
• Dealing with Ambiguity
• Organisational Agility
• Influencing Others
• Managing and Measuring Work
• Creativity

Job Requirements:Exceptional written, oral and presentation skills and the ability to effectively communicate with internal stakeholders and key partners across the business.Proven ability to tailor messages to the appropriate audience.Demonstrated collaborative leadership skills.Keen attention to detail and the ability to execute against multiple deadlines simultaneously.Well- developed sense of urgency and follow-through, as well as commitment to individual and group deadlines.Anticipates and handles issues proactively.Interfaces with all levels of management, negotiating and influencing to build consensus.Proven ability to understand complex business processes.Strategic thinker with ability to create consistent and sustainable processes and to analyse and revise operating practices to improve efficiency.Ability to conduct data-driven analyses of problems/trends to improve performance and meet business KPIs.Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required.Ability to confidently own multiple time-sensitive tasks simultaneously.Proficiency in Microsoft Office (Word, Excel, PowerPoint, Power BI & Power Apps).Proven track record working as part of a global and cross functional leadership team.Expected to be self-directed and results focused.Prior experience in Change Management.Must display a high level of professionalism, sound judgment, critical thinking, commitment, integrity, teamwork, and customer service.Fast learner, able to deal with ambiguity and adapt to change.Takes ownership for career development; manages own performance and career progression, looks for opportunities to learn.Our world-class culture is something we re proud of. We re committed to creating a thriving and inclusive workplace with great benefits including:

• ICICI Lombard Health Care medical plan
• Dental and vision
• Claims process
• Help with your medical plan
• Group personal accident insurance
• Group term life insurance
• Group critical illness insurance
• Business travel insurance
• Gratuity scheme
• Employee Stock Purchase Plan
• National pension scheme
• Time off and leaves
• Disability leave
• Employee Assistance Programme
• Manage stress
• Adoption assistance
• Childcare@PayPal
• Eldercare@PayPal
• PayPal Gives
• Healthy eating at PayPal
• Performance-based awards
• Educational Assistance Programme
• Telecommuting and flexi-work arrangements
• Family support
• Support for new parents
• Developmental assistance

Were a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.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 paypalglobaltalentacquisition@paypal.com.R0075053 ,

Keyskills :
deliveryterm life insurancepower bireportinginteractive creative directionequal employment opportunityprocess improvement initiativescustomer relationsbloombergaccountingname change