On Site Manager for CSTS, RM in Bangalore at PayPal

Date Posted: 9/10/2018

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 244 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 PayPal CSTS Manager is responsible for managing a dynamic team of engineers who provide 24x5 technical support for all issues originating on PayPal.com that are escalated to CSTS via internal PayPal Global Operations teammates.
Leadership and adaptability are a key component to this position, as it will require building strong relationships across the entire PayPal organization.

  • Review, communicate, and coach a team of local CSTS engineers (as part of a wider global CSTS team) to daily, weekly & monthly performance, quality and behaviour standards at the individual and team level.

    Act as the ‘on-site’ OCIO lead in Chennai with responsibility for CSTS, TNT and Release Management teams.

  • Responsibility for career development/planning, performance and pay discussions of team members as well as annual performance reviews.
  • Continuously expand our internal capabilities ramping our support team members in terms of technical expertise and certifications.
  • Develop a great place to work climate within the team, inspiring them sharing mid-long term vision, and create a real sense of inclusion.
  • Establish relationships and engage with other people managers and key stakeholders across PayPal in the development of new processes and procedures for your designated segment by attending meetings and communicating with management and other business units; drive to bring complex issues to resolution, influencing at the function/site level both locally and globally.
  • Manage escalations as required, ensuring they are addressed within established SLAs. Be the point of contact for our internal stakeholders for high priority escalations. Reviews and determines root cause of escalation and makes recommendations to avoid such future escalations.
  • Hosting daily/weekly/monthly/quarterly meetings for individual teams and stakeholders to provide feedback and status on issues identified by teammates, CSTS, Tools teams.
  • Management of Critical Incidents during the daily work shift (and on-call on rotation), working with the OCIO group, other PD teams and stakeholders to ensure issues are addressed and resolved in a timely manner.

  • Reporting and Issue Analysis
  • The CSTS Manager will also be responsible for all aspects of reporting relating to the wider OCIO group at PayPal. This includes but is not limited to:
    • Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department. Establish a cycle of continuous service improvement with measurable improvement targets. Provide detailed reports and metrics to executive staff.
    • Escalating, tracking and reporting on the status of issues/bugs/incidents that are impairing operational KPIs for select CS Teams.
    • Review KPI and metrics weekly from each individual site and attribute changes in KPIs to incident impact, FCIs, bugs and other situations that inhibit optimal performance by teams.
    • Attend Corp and Site Problem Management incident recap meetings to ensure full visibility into incidents and FCIs that affect CS Operations globally.
    • Provide guidance for instruments and other tools that CSTS depends on – including the CSTS Dashboard.
    • Contribute to enterprise-wide knowledgebase and provide comprehensive steps to improve knowledgebase for incident resolution and user self-service.


Knowledge, Skills and Abilities:


  • Excellent interpersonal and leadership skills with the ability to coach and mentor effectively.
  • Ability to develop trusted partnerships with customers, teams and peers.
  • Ability to think outside the box, ask questions and challenge the status quo.
  • Ability to engage cross functionally; behave in a selfless manner; support a collaborative culture, seeking what is best for the organization.
  • Ability to handle multiple projects and critical situations under pressure.
  • Ability to properly communicate to leadership and executive teams on a regular basis and during critical situations.
  • Flexibility to adapt to different cultures and working styles across the organizations.
  • Must be able to work well in a fast-paced team environment with constant change.


Qualifications:

  • Minimum 4 years of management experience in a service environment with more than 13,000 customers in multiple locations.
  • Minimum 4 years of Leadership experience – must be able to influence others and create relationships across all of the enterprise.
  • Demonstrated experience driving innovation and process improvement initiatives required.
  • Knowledge and experience with Customer Service operations center, ticketing systems and or similar service management tools preferred.
  • Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements.
  • Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally).

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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