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Team Leader for CRS in Manila at PayPal

Date Posted: 3/4/2020

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 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.

As a Team Leader in Consumer Risk, you 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:

- Build, develop, and lead a team of employees into a highly responsive team that meets the minimum performance standards across multiple Consumer Risk Services disciplines (Appeals, Claims, Queues).

- Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required.

- Prepare and lead a minimum of two Stand-Up meetings each week that encourage agent participation, high-energy levels, and positive reinforcement.

- Conduct a minimum of one individual “1-1” meeting with each team member every week.

- Schedule, prepare, and lead bi-monthly, 60 minute Team Learning Sessions that are interactive, engaging, and agent driven based off developmental needs.

- Demonstrate and apply strong technical and product knowledge via completing a minimum number of quality reviews per agent each month ensuring agents follow procedures, process flows and guidelines. Work cases and escalations as required.

- Establish relationships and engage with other people managers and key stakeholders throughout the organization to ensure excellent information flow and feedback on development and impacts of process, policy and product changes and drive process improvement opportunities.

- 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.

- Participate in new hire training, mentoring, performance calibrations, teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps.

- Utilize 70/20/10 model to coach and develop own team; provide lateral feedback and mentoring to peer supervisors.

- Demonstrate competence and alignment to the company values and behaviors

Core Requirements:

- 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 customer experience 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, Compass, Status Change, LMS, EWFM, and any other department-specific tools)


- Demonstrates behaviors and values (Innovation, Inclusion, Wellness, Collaboration).

- Recognized as Expert in CRS Ops disciplines.

- Executes autonomously and is proactive to enhance deliverables against performance and behavior expectations.

- Learns continuously; seek out knowledge, ideas and feedback; proactively looks for opportunities to build own skills, knowledge and expertise.

- Provides collaborative mentorship, coaching and training to all Ops IC levels, feedback to analyst and senior management level.

- Recognized as a broad Risk Policy/Process SME and sought out for guidance, leads by example, demonstrates ability to directly lead junior resources.

- Brand seen as a coach and developer of production-based talent.

- Operates with Integrity and Values.

- Builds trust with team and peers.

Minimum Requirements:

- BA or 3-5 years of relevant Risk Identification / Mitigation / Operations experience in PayPal or similar company.

- Grade 23: 3-4 years of People Management and Leadership experience, preferably with Fraud background

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



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