Vendor Management Analyst in Dublin at PayPal

Date Posted: 6/22/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dublin
  • Experience:
    Not Specified
  • Date Posted:
    6/22/2018
  • Job ID:
    R0033368

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 237 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 OCA Agency Management analyst is responsible for providing oversight and performance management to contracted Outside Collection Agencies (OCA) panel in the EMEA & APAC regions.

As a part of the OCA Management team they will manage the performance of OCA on a weekly/monthly cycle to ensure they are achieving and exceeding goals set by OCA Management team; providing necessary OCA related MIS to the collections management team and stakeholders for performance results; the facilitation of OCA call calibration sessions - holding OCAs accountable for call content and; will help to implementation & up-keep OCA SOPs & policy manual.


As the main point of contact for the OCA to the PayPal network, the analyst will need to build strong relationship with agencies and understand their company and corporate culture.  Will also need to be a point of contact to all internal stakeholders, legal, compliance, outsourcing, etc. for any requirements on the services to PayPal.


Regularly provide updates on existing projects and issues to OCA management team. Work with OCA management team to develop and implement new initiatives'.


Serve as an internal point of contact/subject matter expert for OCAs by answering ad hoc questions and providing other support where necessary. Assist OCAs in identifying and resolving issues that present a risk to the PayPal brand. Coach OCAs on best practices in order to improve performance.

The role requires the ability to manage multiple disciplines, prioritising based upon collections strategy that are prevalent and focussing on customer centricity and the key performance indicators of the function and business.


 Education:

  • Bachelor's degree in Business, Communication or related degree

Business experience:

  • 5+ years’ experience in the Call Centre industry in a management capacity and in managing people
  • Possess strong collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines
  • Analytical with a great understanding of call centre & collections metrics
  • Strong problem solving skills
  • Strong in Process / Project management

Knowledge/Skills Skill Classification:

  • Ability to work with International partners
  • Sound understanding of OCA functionality and Collections
  • Solid understanding of vendor/contract management
  • Experienced in delivering presentations at a senior management level
  • Ability to make sound, logical decisions while demonstrating a strong sense of responsibility, confidentiality and professionalism
  • Knowledge of internal systems & software for Collections / Customer Service / Financial Services Industry
  • Excellent and effective communication skills in oral presentation and written are required
  • Ability to adjust quickly to a flexible, fast growing working environment
  • Strong communication and interpersonal skills, with proven ability to establish effective working relationships across multiple levels and multiple functions within both internal and external organizations;
  • Strong computer skills, with MS Office Products in particular, Powerpoint, Excel, and Word
  • Fluency in English and an additional European language is a big plus (preferably German)

The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties and skills required, nor be the entire list of behaviour’s or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor.                 


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.

R0033368

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