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Business Partner Support Manager

Company: PayPal
Location: Chandler
Posted on: January 8, 2022

Job Description:

Job Description
At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We're a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We're guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

The Global Financial Crimes and Customer Protection (GFC&CP) organization is responsible for detecting and preventing financial crimes, including money laundering and terrorism financing, compliance and reputational risk across PayPal and its associated products. As PayPal's GFC&CP Business Process Outsourcing (BPO) Partner Manager you will be tasked with ensuring that activities performed by Partners on behalf of PayPal's GGC&CP team remains compliant with Anti-Money Laundering and all other regulations and guidelines. The role will lead day-to-day operational relationship management and GFC&CP's performance oversight of outsourced work completed by third-party partners to enable the Company to monitor and mitigate risks, as well as gain increased value from BPO Partner relationships.

Our growing team is searching for a BPO Partner Manager with a track record of building high performing outsourced operations teams that deliver transformational impact on service excellence, including quality and efficiency in both small and large-scale operations environments across multiple sites/vendors. This person must be self-motivated and have proven experience influencing and communicating effectively across all levels of the company. They should have proven ability to build relationships/partnerships and work cross-functionally to drive time sensitive deliverables.
A successful candidate should incorporate effective leadership practices to ensure that the Partners execute on their obligations. You will need to demonstrate the ability to understand opposing points of view regarding highly complex issues and to negotiate and integrate different viewpoints with all levels of GFC&CP leadership. You will interact with peers and financial crimes risk professionals, all levels of management, and other internal or external constituents to deliver comprehensive views on investigative and intelligence matters and represent reasoning of case disposition on behalf of the third-party group.
It will be critical for you to stay current with policy changes, seek ways to enhance current processes and controls, and communicate as much to Partners in a complete and transparent manner at all times. You will exercise independent judgement and discretion handling various escalations and scenarios as well as highly sensitive escalations and casework from a variety of sources throughout PayPal.
Core responsibilities:
Using best practice coaching/developmental to ensure GFC&CP Partners are successful in the following daily efforts:

  • Lead day-to-day operational relationship management and performance oversight.
  • Provide job requirements and ratios to assist GFC&CP Partners with recruiting efforts and on-boarding plans.
  • Execute successful onboarding for new Alternate Workforce (AWF) team members through leading roster creation, completing necessary task to support IT, tools access, skillsets and queueing ensuring all necessary permissions to effectively complete casework is completed ahead of start dates.
  • Work with Business Line Leaders and Learning Enablement Teams to deliver on training agenda and timeline as well as providing appropriate mentor support, as required.
  • Work with Data, Analytics, Intelligence and Strategy (DAIS) Team to create reporting insights to allow for appropriate performance management and intelligence data to be delivered to Partners' management teams. Allowing Partners to adequately lead and manage performance of their team to meet or exceed expectations.
  • Lead a team of Analysts evaluating quality and efficiency of outsourced work. Work with Partners' Management to remediate any deficiencies identified through oversight.
  • Ensure that ramp plans and on-going performance targets are consistently met by AWF team members and where there are gaps between expectations and performance work with Partners' management teams to remediate.
  • Providing feedback, development opportunities and oversight of action plans aimed at improving performance as needed.
  • Conduct weekly/monthly check-ins with Partners' management teams to review performance oversight and establish future targets.
  • Work with Partner Governance team to identify and assess on-going partner relationships as well as potential future partners.
  • Working with Partner Governance and Business Line Leaders agree on timing, ramp plan and length of engagement with third-party partners.
  • On-going review of overhead needs and ratios as agreed within Statement of Work are adhered to by the third-party partners.
  • Work with third-party partners to drive effectiveness to source candidates that match skillset manage high quality execution.
  • Review monthly accruals, invoicing, and billing to ensure accuracy of hours billed matches performance delivered.
  • Facilitate cross-functional Quarterly Business Reviews from BPOs.
  • Working closely with management at Partners' to utilize proper corrective action procedures as required.
  • Identify and highlight investigators who fail to meet performance standards and work with management at Partners to maximize group performance.
  • Ensure contracted employees follow all policies and procedures in accordance with our company's policy and promptly address any potential security incidents that may present a risk to PayPal. Qualifications/ Education/Experience/Skills:
    • A Bachelor's degree or equivalent work experience;
    • Minimum of 5+ years conducting or supervising research and investigations in a field related to CIP, Sanctions, Enhanced Due Diligence, Forensics, Law Enforcement, Fraud, Anti-Money Laundering, or Internal Audit;
    • Minimum of 3 years managing a team of leaders, analysts or investigators.
    • Prior experience with third-party partner relationship management as part of business process outsourcing (BPO) engagements is preferred;
    • Proven ability to analyze large amounts of data in order to report critical information;
    • Exceptional oral, written and interpersonal communication skills with the ability to communicate and synthesize complex information or unpopular decisions accurately, concisely, quickly and credibly to all levels in the organization as well as to third-party partners;
    • High level of professionalism, self-motivation and sense of urgency as a leader;
    • Travel, as needed. Competencies:
      - Honesty and integrity
      - Problem Solving
      - Written Communications
      - Directing Others
      - Technical/professional expertise
      - Solves problems and analyzes issues
      - Innovates
      - Practices self-development
      - Focuses on results
      - Establishes stretch goals
      - Takes initiative
      - Communicates powerfully and broadly
      - Inspires and motivate others
      - Builds relationships
      - Collaborates and fosters teamwork
      - Develops strategic perspective
      We're 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.

      For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal's 400 million active account holders the confidence to connect and transact in new and powerful ways. 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 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.

      R0083820

Keywords: PayPal, Chandler , Business Partner Support Manager, Executive , Chandler, Arizona

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