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OS Billing & Invoice Management Analyst in Dublin at PayPal

Date Posted: 4/24/2019

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 277 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 OS Billing & Invoice Management – Business Analyst will be responsible for supporting PayPal’s Global Partner Managers (GPM’s), PayPal’s Financial Planning & Analysis team (FP&A), and PayPal’s global outsource (OS) partners. PayPal currently works with 10 OS partners encompassing approximately 40 unique partner engagements. With a primary focus on the EMEA partners, the Business Analyst will be responsible for maintaining the OS Partner Hire Plan, administering the Reward and Discount (R&D) incentive program, completing month end invoice summaries, calculating monthly accrual estimates, managing the Purchase Order (PO) and the invoice submission/approval process and consulting as a Subject Matter Expert to drive improved partner outcomes

Maintain the OS Partner Hire Plan to support the attainment of billable hour targets by all partners:

  • Update weekly headcount and attrition figures, update all new hire training and up-skill class details, and load approved billable hours into the hire plan in order to track the actual and projected delivery of hours for each partner engagement.
  • Ensure that partners have provided monthly billable hour estimates, outlining their estimated delivery of hours for all lock and guidance months.
  • Provide weekly communication to all stakeholders (GPM’s, WFM, RTM, FP&A) outlining partner performance against billable hour targets and identify risks and opportunities to the plan.

Administer the Reward and Discount (R&D) incentive program:

  • Create and maintain the monthly Excel-based R&D file that is used to determine the appropriate hourly production rates earned by each partner based on their performance against key performance metrics such as AHT, Phone RCR, KDI, Transfer Rate, and NPS.
  • Coordinate the monthly waiver review process, which allows partners to seek R&D adjustments based on issues that are outside their control.

Complete month end invoice summaries:

  • Provide a month end invoice summary for each partner engagement outlining approved billable hours and rates, new hire training allowances, R&D adjustments, OT and holiday premiums, and any other miscellaneous items approved to be invoiced by the partner.
  • Coordinate the review of each invoice summary with the GPM team and ensure that all invoice summaries are communicated to the partners once approved by the GPM team.

Calculate monthly accrual estimates:

  • In accordance with FP&A’s fiscal calendar, provide accurate monthly accrual estimates for each OS partner engagement.
  • Complete a monthly variance analysis comparing the accrual estimate to the forecasted spend and provide a detailed explanation for any partner engagement with a variance of greater than +/-2%.
  • At the conclusion of each month, prepare a variance analysis comparing the actual invoices to the accrual estimate and provide a detailed explanation for any partner engagement with a variance of greater than +/-2%.

Manage the Purchase Order (PO) and the invoice submission/approval process:

  • Ensure each OS partner engagement has a fully approved and funded Purchase Order.
  • In accordance with current Accounts Payable (AP) processes, ensure all partner invoices are submitted for payment in a timely manner; approve invoices in the AP portal, and track invoices through to payment.

Consult as a Subject Matter Expert to drive improved partner outcomes:

  • Establish a regular meeting cadence with partners (as appropriate) as well as with PayPal’s GPM and WFM teams to review Success Block Ratio (SBR) results, delivery of billable hours, and hire plan related concerns in order to drive improved partner outcomes.
  • Provide input and consultation on all billing, invoicing, SBR administration, and hire plan related topics to the GPM team in support of new and existing OS partnerships.

Participate in special projects as needed and perform other duties as assigned, including recommending and implementing process improvement changes and supporting the team with the monthly Capacity Planning process.


  • Minimum 5 years experience in a call centre environment with Workforce Management experience strongly preferred.
  • Experience working with outsource partners is also strongly preferred

Knowledge, Skills, and Abilities:

  • Intermediate to advanced Excel skills 
  • Strong analytical skills 
  • Unwavering attention to detail
  • Well-developed sense of urgency and follow through
  • Strong written and oral communication skills
  • Ability to handle multiple projects under pressure
  • Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization
  • Intermediate to Advanced Excel skills

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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