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Site Coach in Manila at PayPal

Date Posted: 11/16/2018

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 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.

This role will serve as the point person to promote and build leadership effectiveness strategies across GCO (Global Customer Operations) aligning to business objectives, promote behavioral based coaching using the QBBC coaching model including Situation and Trend Based coaching within the sites as well as enable the delivery of leadership workshops for leaders.

The Site Coach will work with appropriate site and functional leaders to ensure effective coaching rhythms and key leadership development activities to build success for all areas of leadership effectiveness that leads to improved KPI results.  The role serves as a cultural change leader for business units supported. This role will enable adaptability to meet leader needs and can effectively influence individuals at all levels within the organization.


  • Creates and enables capability across the business and partners with line leaders to enable them as coaches.
  • Works with local leaders to ensure objectives are aligned to and achieved through coaching strategies and interventions.
  • Setting up and conducting scheduled Coach the Coach sessions with TL's, conducts a minimum of two 'Coach the Coach' sessions with each TL per month
  • Reinforcing behavioral based coaching through coaching observations (Situation and Trend based), leading/observing coach the coach sessions and focusing on leadership development through coaching
  • Documenting coaching sessions and providing feedback to the coachee and leader
  • Ensuring TL’s are following current coaching processes (situational and trend based coaching) effectively in their interactions
  • Assisting TL’s in developing various coaching strategies for high, medium, and low performers
  • Collaborating with Leadership Effectiveness and Global Site Coach Lead to identify and support TL learning opportunities
  • Equipping TLs with the soft skills and tools needed to be successful in their coaching sessions (communication, feedback, questioning techniques, goal setting, etc.)
  • Facilitating 1 - 2 Leadership Development Workshops per month and evaluating the effectiveness of interventions deployed
  • Partnering with Leadership Effectiveness and Training to facilitate QBBC curriculum and for onboarding leaders as well as Phase 2 and 3 QBBC follow up sessions
  • Engaging in relevant activities to support project initiatives
  • Understanding how TL’s can be successful in driving results though effective leadership and coaching opportunities that are aligned to GCO strategies and site specific opportunities and goals
  • Identifying and sharing best practices with leaders, partners, and peers and other Site Coaches to improve leader effectiveness, the customer experience, and KPI results.
  • Conducting coaching and service skill gap assessments by providing feedback and recommendations to the site leadership and the Leadership Effectiveness teams on soft skill training needs
  • Ensuring adherence with defined Quality management and assessment approach
  • Maintaining the TL Coaching Scorecard and provides monthly performance updates and recommendations
  • Working with Leaders and Leadership Effectiveness to emphasize the importance of customer loyalty and quality customer experience service delivery with the teammate
  • Providing insights to help PayPal improve the customer experience
  • Understanding any trends or gaps in the business and supports any action or interventions to support gaps
  • Partnering with site leadership on developmental opportunities identified through IMPACT, Competency Assessments, Focus Groups that are related to leadership effectiveness 
  • Serving as the liaison for coaching and reporting back to Leadership Effectiveness and Site Coach leaders.
  • Conducting focus groups with the TLs to share best practices and identify where leaders/teammates require support
  • Participating in calibration sessions to drive consistency of customer experiences                                                                                                                

Preferred Skills & Experience:

  • Works independently where work is reviewed, typically after the fact though guidance is available on an on-going basis from Manager or more experienced professionals.
  • Uses professional concepts; applies company policies and procedures to resolve a variety of issues significant to the operations of the business.
  • Possesses knowledge and confidence to evaluate possible courses of conduct and propose solutions to moderately difficult business or operational challenges in the normal course of work.
  • Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results on matters of significance to the business.
  • Writing skills, writes effectively so needed messages are clear and understood.
  • Influencing skills, negotiates and communicates effectively with people In different roles
  • Presentation skills, communicates effectively communicate in large or small group settings.

Job Requirements:

  • BS/BA degree in related field required
  • 2+ years related experience or Master’s degree and 1+ year related experience
  • Industry Standard Coaching Qualification preferred

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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