Global CFS Planning Analyst in Bangalore at PayPal

Date Posted: 7/10/2018

Job Snapshot

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 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 Global Consumer Financial Services Planning Analyst will report to the Sr. Manager of Global Back Office Workforce Planning. The individual will own the forecasting, metric planning, and head count planning for all Consumer Financial Services departments as well as coordinating these processes for the Monthly Capacity Planning meeting. Partnering across WFM and Operational Excellence, they will coordinate all supplied strategies and initiatives into the forecasting and planning models. They will in turn partner with the Operational leadership team to ensure the strategies and objectives of the business are effectively balanced between the business goals and the budget requirements. Finally, they will prepare analysis and recommendations for the business to improve efficiency and performance and meet the goals of the business in a cost effective and customer-focused manner.

SPECIFIC DUTIES


Validate forecasts for all Consumer Financial Services departments created by the Operations Forecast Analysts, compare forecasts against data models to catch and correct any anomalies to prevent errors in monthly headcount requirements provided to the hire plan managers.


Work closely with the Consumer Financial Services Scheduling Analysts to ensure hiring only occurs to fill a need that has been thoroughly validated through robust data analysis


Working with key stakeholders to ensure forecast accuracy is met and deadlines are achieved, particularly in relation to the monthly Headcount Planning process


Constantly analyze and dissect metrics for each Consumer Financial Services department to identify and correct with OE partners: teammate performance issues, identify root cause of fluctuations in workload and teammate performance metrics through data analysis, and assist in identifying headcount efficiency opportunities.


Review Genesys routing of work (where applicable) in conjunction with OE to determine most efficient delivery of tasks to meet service level targets.


Making judgment calls based on data and sometimes incomplete data, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism


Building credibility, establishing rapport, and maintaining communication with stakeholders at multiple levels within a matrix based organization.


Actively communicating with all relevant functions such as Consumer Financial Services OE as well as each Consumer Financial Services Business Unit to ensure that they are aware of all issues that may affect forecasting results


Working and partnering with other members of the WFM teams in forecasting and scheduling in delivery of an end to end approach to HC planning and management. This includes working with Scheduling Analysts to ensure they are aware of the forecasts and what assumptions have been used to allow for greater decision making across the team.


Continuously seeking opportunities to streamline and enhance current processes


Attending NA weekly site meeting and other WFM scheduled meetings, providing contribution and input


Professional Qualifications and Experience
• BS/BA degree in related field required or the equivalent 10+ years professional working experience 
• 8 years professional work experience in a workforce management discipline or in call center operations environment with experience of scheduling and forecasting tools & systems
• Experience with Avaya/Genesys tools preferred
• 1 years supervisory experience preferred


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.

R0035021

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