Consumer Risk Services Director in Shanghai at PayPal

Date Posted: 10/25/2018

Job Snapshot

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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 254 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.

As the Asia Pacific Director in Consumer Risk Core Operations, you will be responsible for leading multiple teams across the PayPal sites in Shanghai, Bangalore and Kuala Lumpur, working with other functions and departments (e.g., product training, other groups within Operations) and leading a team of Managers and professionals dedicated to meeting the highest levels of performance. The Director will need to drive departmental initiatives in Operations and Back Office Consumer Fraud mitigation and understand, communicate and influence plans while delivering progress reports to executive leadership. The role includes motivating, building, coaching and developing a team of Managers into a highly responsive team that executes department initiatives globally. Additionally, this position is responsible for collaborating with other Directors in Consumer Risk and across the broader PayPal functions in order to deliver strategies on mitigating risk while enabling good user experiences. This role requires the ability to strategize at a high level as well as create and communicate a vision for reports to cascade.

Scope of Responsibility:

  • Responsible for Asia Pacific Regional Fraud Operations Team and associated queue prioritization and case management and Business Intelligence reporting.  The Organization scope is 300-400 employees.
  • Leading multiple teams of Managers, Team Leaders, Specialists, Agents and professionals dedicated to their respective organizations to deliver results.
  • Accountability to lead global programs of work beyond the core functional deliverables to drive process improvement and alignment, employee engagement and leadership initiatives.
  • Demonstrate command to achieve results through delegation of tasks and leading other Managers / Group Leaders / Support Groups.
  • Identify opportunities and participate in special projects that are designed to add value to the PayPal Consumer Risk Services program.
  • Provide clear focus, plans and priorities when leading teams to complete time sensitive analysis and feedback.
  • Maintain a high level of subject matter expertise to coach, guide and influence other leaders and business managers toward process, policy, product and organizational changes.
  • Assist in the development of departmental / functional and developmental goals to build a best-in-class Consumer Risk Services Core Operations team.
  • Participate in the design and execution of the strategic direction and execution of the Consumer Risk Services Core Operations Program.
  • Contributes to organizational strategy development and changes of operating models through advocacy for programs and projects in own area.
  • Participates in the development of methods, evaluation criteria for projects, programs and people at business unit level.
  • Shapes and/or champions new business directions based on existing and future operation capabilities.
  • Demonstrates ability to create and implement a vision and strategy which takes the organization to the “next level.”

Functional Skills:

  • Proven track record as an effective leader, coach and mentor of professional-level employees who engages teams with a clear sense of purpose and enthusiasm.
  • Exceptional oral, written and interpersonal communication skills with the ability to communicate complex information accurately, clearly and quickly to all levels
  • Proven ability to analyze large amounts of data in order to make informed decisions as to the direction of risk mitigation, performance management and behavioral action.
  • Interact with peers and risk professionals, all levels of management, and other internal or external stakeholders to deliver results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines.
  • High level of professionalism, self-motivation and sense of urgency.
  • Ability to direct and motivate others and lead through vision and values.
  • Ability to combine technical expertise and business understanding to create business value and benefits.
  • Holds expert knowledge of how the assigned area of responsibility intersects with other areas and how different functions work together to develop, implement and operate complete business solutions.
  • Practical experience in Risk Modelling, Data Analytics, Artificial Intelligence, Machine Learning, Fraud identification and mitigation and electronic verification.
  • Demonstrates the intellectual bandwidth, rigor and agility to solve complex problems and overcomes significant issues with little direction. 
  • Is extremely persistent and consistent in finding and delivering complete, high-quality results even in the face of major obstacles, time and resource constraints. 

Business Acumen:

  • Expert understanding of Consumer Risk fraud techniques as well as Unauthorized Claims / Transactions and Appeals review processes, policies and SOP’s.
  • Expert understanding of fraud models and risk mitigation, business intelligence and analytics.
  • Expert understanding of Key Performance Indicators applicable to Fraud, Appeals and Claims and the levers that will impact results as well as the domain Key Performance Indicators.
  • Expert in Industry Fraud Trends and able to action risk mitigation and provide feedback.
  • Expert familiarity with PayPal’s (or current company) major products and flows.
  • Builds trust with internal and external stakeholders to lead and drive cross-functional tasks independently, proactively define and execute organizational initiatives.
  • Recognized as broad Risk Policy/Process SME and sought out for guidance; leads by example.
  • Mentors and coach’s leaders outside of direct organization
  • Familiarity with company’s risk flows and actions and how they can be deployed to solve business problems preferred.
  • Advanced familiarity with PayPal’s major products and flows and how their role impacts and influences them.

Behaviors and Communication:

  • Mentors and coach’s leaders across business functions
  • Has a compelling vision for changes and innovation.  Articulates it with enthusiasm, spirit and passion.  Is extremely persistent in achieving the vision.
  • Has strong organizational awareness.  Knows other parts of the organization and understands their roles.  Builds credible presence, relationships and respect with stakeholders and executive management.
  • Demonstrates strong partnering, influencing and negotiation skills to move the organization and programs forward.

Minimum Qualifications:

  • Bachelor’s Degree or equivalent work experience.
  • 15+ years of experience in related or specific areas. (Fraud, Analytics, Modelling, Reporting or People Operations)
  • 8+ years of management experience, preferably with teams of 100 or more employees.

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.



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