RNP Business Enablement Manager in Chennai at PayPal

Date Posted: 2/15/2018

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 210 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 RNP Business Enablement (BE) Lead Manager will be responsible for driving key activities for Strategic RNP Projects covering all RNP workflows including Chargebacks, Protection Services, Billing Disputes, Buyer Abuse and Unauth Dispute initiatives, supporting the Line in providing production support for these workflows and have responsibility for stakeholder management for Product, Enterprise Services and Policy related projects. This role will also work in proximity with the RNP Strategy Team on ideating and executing on the large corporate priorities including ABOT and Customer Segmentation

  • Will drive key activities for ABOT including how to increase workflow efficiency and enhance the customer experience, keeping budget goals and customer satisfaction as the key indicators of success.  Development of new projects and strategies combined with the RNP Strategy’s team vision will also be a critical function of this role to help put together a roadmap in concert with our corporate priorities.
  • Will take point and lead Segmentation initiatives along with RNP Strategy, the Line, CS, BS and all Risk teams to ensure EServ alignment.  Will also have responsibility for stakeholder management in this project as well as developing key success indicators for treatment differentiation.
  • Will engage with CRS on workflow, process and policy changes to ensure downstream impacts are accounted for in RNP.
  • Responsible for collaborating with all ops departments and the business units on ideas for improvement, implementing strategy and adjusting processes which will meet the objectives of the Operations and the country businesses.
  • Responsible for collaborating directly with RNP Strategy to ideate, manage, evaluate and launch strategic Resolutions and Protections Initiatives, including KPI and Success monitoring.
  • Responsible for developing and delivering executive level presentations surrounding processes and strategies.
  • Manage and report status on projects. Ensure timely and accurate completion.
    Ensure adherence to agreed product feature project management methodologies and quality procedures.
  • Serve as a point of contact for Product Managers and BE PI Managers.
  • Provide insight to the product managers in their development and delivery of new product features to the customer base.
  • Roll-out of features that impact PayPal centers where PayPal Enterprise Services are handled and work directly to educate teammates and BU representatives.
  • Provide all information needed by PayPal Training, Content & UAT to facilitate the education of new features and system changes.
  • Assess impacts of new products to the Operations teams and ensure they are prepared to service them.
  • Drive the implementation of feature requests and ideas submitted through feedback and business case creation and tracking.
  • Work with all counterparts to prioritize projects according to business priorities to drive enhancements that improve the customer and teammate experience.
  • Review contact tracking and other feedback mechanisms for spikes in contacts or as a reference to areas that may need improvement to reduce contacts, and make recommendations for changes and improvements.
  • Engage with Legal and Compliance as appropriate to ensure products, processes and policies are adhering to applicable Consumer Protection Laws and Regulations.
  • Work with Internal Audit and SA&E on Self-Reported and Detected vulnerabilities in any of our products, processes or polices on remediation.
  • Communicate to all appropriate constituencies regarding new features that will impact the business, including all applicable PayPal Operations facilities.
  • Establish relationships with managers throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.
  • Lead special projects and incident management including Customer Remediation as needed and perform other duties as assigned.
  • Lead migration efforts for work moving into RNP or across geographies.
  • Work is generally self-directed and guided by workflow and project requirements.

Job Requirements:

  • Fluent in English.
  • Bachelor’s Degree or equivalent work experience.
  • Excellent organizational, communication (written and oral), and interpersonal skills.
  • Self-motivated, target driven independent worker
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
  • Excellent Customer Relationship skills
  • Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)



    Travel Percent:



    Bachelor’s Degree or Equivalent Work Experience



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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