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 277 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.
PayPal’s Program Manager for Employee Support Services (Employee Central) in the EMEA or APAC Region is responsible for program leadership, strategy, and operations of the internal and external components of PayPal’s service operations within the region.
As a part of this, you will have day-to-day responsibility for the HR outsourcing partner model and relationships for the region, and service as the escalation point for our internal stakeholders.
Strong collaboration will be required across regions to ensure we drive a consistent employee experience. This role requires knowledge of the end to end employee lifecycle, and how best to get things done across partners and the user audience within a collaborative and dynamic global structure.
The Regional Program Manager will report directly to the Global Employee Support Services Leader, collaborate closely with peers in all regions and partner closely with our HR outsourcing partner.
Drive the day-to-day management and compliance for the region’s employee support services, working collaboratively with cross-
functional partners and our HR outsourcing partner
Participate in operational governance meetings
Develop strong relationships with cross-functional stakeholders and across business entities both in person and remote environments
Explore opportunities that drive value for both parties and our PayPal’s employees i.e. our customers.
Partner with business leaders and business units to educate, understand our customer’s needs, and drive service adoption in the region
Ensure regional / local processes are aligned to PayPal’s global standard operating model
Ensure regional service level objectives are achieved and day-to-day escalations are managed
Provide appropriate escalation, anticipate and make delivery trade-offs, balance business requirements versus technical constraints, and maximize the business benefit from the program
Collaborate with our HR outsourced partner in the design, implementation & operationalization of new policies, processes, tools etc.
as the outcome of the local initiatives
Sign off the process documentation on regional level (process flows, local procedures, escalation matrix etc.
Actively identify, track, and manage issues, risks for the region, while demonstrating consistent follow-through
Understand and apply policies, standards and practices established for third party management at PayPal
Region’s point of contact for audits and requests from PayPal’s Second Line and Third Line of Defense
Strong vendor / third-party management skills
Ability to collaborate effectively across functional areas at all levels in the organization
Demonstrated skills needed to develop, socialize, and roll out efficient and effective customer centric end-to-end programs and processes
Proven track-record instituting and managing outsourced partner relationships through all phases, from concept to program launch and stabilization
Ability to establish and build successful working relationships, internally and externally
Demonstrated ability to work well with other departments and varying levels of management, both internally and externally
Experience with Workday, SalesForce case or similar systems
Excellent attention to detail and the ability to deliver results in a very fast-paced and dynamic environment
Exceptional analytical and problem-solving skills, and experience applying these skills to resolve issues and think strategically
Demonstrated change management expertise
Outstanding written and verbal communication skills
A proven track record of success managing employee support program services, including 5+ years in a corporate environment
5+ years of managing the performance of third parties to contracted terms and conditions
Human Resources functional experience
Financial services / FinTech industry experience preferred
Travel : 5 - 10%