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Performance Analyst in Dublin at PayPal

Date Posted: 3/11/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dublin
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/11/2020
  • Job ID:
    R0052937

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 305 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.

An opportunity has arisen within the Global Customer Services (GCS) Business Performance team for an experienced Business analyst with the ability to ‘slice and dice’ data to provide actionable insights to the business. You will have a strong understanding of the Key Performance Indicators (KPI) which drive operational efficiency and superior customer experience. You will develop and present KPI reports and presentations, which will include your insights and improvement recommendations obtained through analysis of key reports used within GCS. You will work closely with the inhouse and partner teams supporting our global customer operations to evaluate the key operational and customer metrics and identify and highlight opportunities for improvements. Reporting in to the Senior Manager for Business Performance, you will play a pivotal role in providing the Group Leaders and Senior Management with the data driven insights which will enable them to prioritise initiatives and effectively manage the successfully delivery of performance targets. You will have strong experience of report building, data analysis methodologies and tools and a good understanding of process and change management. You will be responsible for evaluating and communicating business performance which equip leaders with the actionable insights to drive productivity improvements and maximise profitability. You will possess strong communication and collaboration skills which enable you to work cross-functionally to generate and share insights which drive our business forward.

Responsibilities

  • Generates reports and analyses which enable the Group Leaders and Partner Managers to effectively manage the performance within their market and teams. 
  • Proactively provides insights that enable Group Leaders and Senior Management to prioritise initiatives and take the appropriate action to achieve/exceed targets for their respective Market/Segment.
  • Understands the current landscape and researches future trends, identifies gaps/opportunities affecting Market/Segment and/or the customer experience.  Provides support and insights to drive leading edge Customer Experience and ‘Best Practice’ operations across our global sites.    
  • Engages with the relevant business stakeholders to scope, gather, define and document reporting and analytical requirements.    
  • Produces superior level presentations and reports, tailored to the business audience which clearly highlight the actionable insights.   
  • Continue to evaluate existing business KPIs and other business performance metrics and identify opportunities for improvement
  • Examples of reporting and support needs below but subject to change:
  • 20%-30% project support, including but not limited to research, evaluation and analysis of various customer operations related activities
  • Production of overall Performance Scorecards (Weekly/Monthly, Insights)
  • Analyze Customer data to identify trends and communicate progress against Targets such as:
    • Service Levels
    • Net Promoter Score/Customer Effort Score
    • Repeat Contact Rates and Transfers
    • Channel Mix
    • Customer engagement
  • Analyze Productivity data to identify outliers/trends and communicate progress against Targets such as:
    • Contact Volume/Rates
    • Availability
    • Absenteeism
    • Attrition
  • Global Social Media & Chat Reporting
  • Budget Tracker Support
  • Quality and Compliance Reporting
  • Coaching Reports
  • Training Tracking/Reporting  
  • Ongoing analysis to identify the drivers of performance in the business and to make recommendations for improvement. 

Job Requirements

  • Bachelor’s Degree in maths, economics, statistics or other relevant discipline. 
  • 5+ years related experience in business trend analysis, reporting, and problem solving.
  • Previous experience working at a senior level within an organization, analyzing data to provide actionable insights which will influence both the strategic and operational agenda. And preferably have ‘end to end’ project management experience.
  • Proven ability to analyse data, evaluate metrics and develop reports.
  • Build, strengthen and maintain professional working relationships at all levels of the organisation.
  • Self-motivated with the ability to plan, prioritise and manage workload independently.     
  • Strong problem-solving abilities and analytical skills.  
  • Track record of generating data insights linked to business improvement. 
  • Ability to multi-task/execute multiple projects while under pressure.
  • Well-developed sense of urgency and follow through.
  • Unwavering attention to detail.
  • Excellent organizational, communication, and interpersonal skills.
  • Strong working knowledge of Microsoft Office Products with advanced level Excel skills.
  • Knowledge of SQL would be an advantage. 
  • Strong technical aptitude and system knowledge with proficiency in and/or ability to quickly learn internal business systems.
  • Exceptional listening and time management skills. 
  • Strong written and verbal communication skills
  •  Advanced PowerPoint presentation skills with the ability to present insights and recommendations to peers and senior management. 

Competencies

  • Problem solving skills
  • Customer Focus
  • Analytical
  • Drive for Results
  • Presentation Skills
  • Time Management
  • Business Acumen
  • Influencing skills
  • Process Management

Base Line Competencies

  • Dealing with Ambiguity
  • Ethics & Values
  • Integrity & Trust
  • Problem Solving    

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.

R0052937

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