Protection Services Team Leader in Shanghai at PayPal

Date Posted: 11/5/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Shanghai
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/5/2018
  • Job ID:
    R0039279

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 254 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 Protection Services Team Leader will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop your direct reports, foster an open collaborative environment where best practices are shared. Support and drive needs based initiatives through communication, coaching, best practice sharing, and calibrations.

Core Duties:

  • Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level. Utilize formal correction action procedures as required. (20%)
  • Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs (20%)
  • Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (20%)
  • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)
  • Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)

Competencies:

  • Business Acumen
  • Customer Focus
  • Dealing with Ambiguity
  • Developing Direct Reports and Others
  • Drive for Results
  • Ethics and Values
  • Integrity and Trust
  • Listening
  • Managing and Measuring Work
  • Motivating Others
  • Time Management

Knowledge and Skills:

  • Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors and department management
  • Ability to direct and motivate others and effectively delegate to achieve goals
  • Demonstrated ability to drive for results (move the needle); Understand and articulate the impact of key metrics to teammate and department results.
  • Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement
  • Ability to effectively balance company and customer needs to deliver against NPS targets and business goals
  • Proficiency in external systems (Internet, Office Applications), and basic knowledge of applicable or relevant internal systems and software (such as Kana, Intranet, Admin Tools, Attack, Status Change, LMS, EWFM, and any other department-specific tools)

Experience and Education:

  • 0 - 2 years related experience required
  • BS/BA Degree or educational equivalent

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.

R0039279

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