GCO Group Leader in Beijing at PayPal

Date Posted: 10/21/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Beijing
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/21/2019
  • Job ID:
    R0049067

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 286 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.

A Manager of Global Customer Operations will be responsible for leading a team of Global Customer Service specialists and handling customer complaints. The Customer Service team will serve as a group for customers by providing high quality customer service. The Manager role will be responsible for providing leadership and direction to this team ensuring their success as measured against quarterly performance goals. They will ensure that supplemental coaching and training programs are provided to the team as they become available. Participation in the development of staff growth and operational planning will be required. In addition, the Manager will be responsible for handling internal and external escalated tough customer complaints, representing company to handle the walking in customers who makes complaints. Work closely with all levels’ stakeholders from different departments on escalations from government institutions/regulators. The manager will also be responsible for collaborating with leaders globally on ideas for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring performance metrics and service levels, and providing feedback to leadership team. The Manager of GCO leader is a country-facing role. To be successful in this position, they will need to manage the relationship with the Country they are supporting, ensure they are implementing against their strategic priorities, and communicate business successes and merchant impacting issues.

CORE DUTIES:

  • Build, coach, and direct a team of Customer Service specialist into a highly responsive team that meets the required published performance standards.
  • Ensure maximum customer satisfaction by ensuring staff is responsive to customer inquiries for product solutions, is knowledgeable about risk management strategies and actively shares information with the merchant.
  • Work closely with all levels’ stakeholders from different departments on escalations from government institutions/regulators such as Consumer Center, Market Supervision Administration, People's Bank of China and so on.
  • Participate in special projects as needed and perform other duties as assigned.
  • Lead workflow process improvement and ensure implementation and execution to drive highest business results.
  • Understand and align strategic goals of Business Unit to the team goals.  Effectively communicate successes and updates.  Be the point of contact for those local Business Units
  • Work with peer managers to leverage best practices and understand new trends. Establish relationships with other managers throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.


I.COMPETENCIES

  • Customer Focus
  • Drive for Results
  • Building Effective Teams
  • Developing Direct Reports and Others
  • Project management
  • Timely Decision Making
  • Dealing with ambiguity
  • Managing and Measuring Work
  • Strategic and Organizational Agility
  • Delegation
  • Business Acumen


II.JOB REQUIREMENTS

  • Bachelor’s Degree or equivalent work experience, and fluency in English
  • 8 or more years’ experience in one or more of the following areas: Customer Support, Financial Services Payments Services experience required
  • A minimum of 3 years of experience in practical skill development and coaching of subordinate staff in customer communications including complaints handling, product knowledge, and the application of basic business principles required
  • 5 plus years of Program and Project Management experience
  • Proven experience in managing 30 or more employees
  • Adaptable to changes and ability to be more hands-on
  • Excellent organizational, communication, and interpersonal skills
  • Ability to direct and motivate others
  • Ability to work and lead cross-functionally with external and internal teams to resolve internal escalated tough customer complaints independently such as Executive escalations and customer service tough complaints escalations. Try best to find out the solution which can make both company and customers achieve win-win.
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
  • Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, Excel)
  • Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack)
  • Ability to define and utilize quantitative and qualitative management information reports

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

R0049067