Customer Identity Team Leader

Job Description

Job DescriptionFueled 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 PayPals 237 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.The Risk Operations Team Leader builds, develops, and leads a group of employees into becoming a high performing team that meets and exceeds performance goals. The Team Leader engages and develops direct reports and fosters an open, collaborative environment where best practices are shared. Team Leaders also support and drive needs based initiatives through communication, coaching, best practice sharing, and calibrations.Our businesses cant grow without effective risk management. Heres your chance to improve our customer experience and at the same time, free up capital to invest in innovation, growth, and margin expansion. Develop world-class risk strategies that deliver loss targets while still keeping focused on the customer.ResponsibilitiesReview, communicate and coach to daily performance, quality, behaviour, and attendance standards at the individual and team level. Utilize formal corrective action procedures as requiredSchedule, 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 needsComplete the required number of case, email, and phone quality reviews per teammate each monthWork through cases and escalations as requiredKnow and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows, and guidelinesParticipate in teammate selection, internal talent movement, training needs assessment, and closure of knowledge gapsPreferred QualificationsStrong verbal and written communication skills and the ability to effectively communicate with teammates, peer supervisors, and department managementAbility to direct and motivate others and effectively delegate in order to achieve goalsDemonstrated ability to drive for results (move the needle); understand and articulate the impact of key metrics to teammate and department resultsAbility to recognize the need for, and lead, change management initiatives while maintaining and driving teammate engagementAbility to effectively balance company and customer needs to deliver against NPS targets and business goalsProficiency 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)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.R0033711

Keyskills :
engagementtraining needslmsattendance