GCS Testing & Monitoring Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

What you need to know about the role-

This role manages and executes First Line Testing across Global Customer Services (GCS) organization, ensuring proper oversight and governance. The appointed individual will be the primary contact for GCS Testing and Monitoring, collaborating with stakeholders in GCS, Second Line, and Regional Market Compliance.

Meet our team-

We seek an experienced individual with operational, internal controls, and testing expertise to lead a recently consolidated function. This team is crucial in driving and shaping the quality strategy for GCS, focusing on:

• Procedural Testing & Monitoring aligned with GCS Risk Management and regulatory obligations.
• Outcome Testing across GCS.
• First Line Oversight, including Reporting, Governance, and Independent Quality Assessments.


The role reports directly to the Head of GCS Quality.

Job Description:

Your way to impact

• Conduct Quality Assurance (QA) across GCS processes, including sourcing, data analysis, sampling, investigations, drafting QA results, and reporting to senior management.
• Lead the Testing and Monitoring Team, identifying and escalating business risks related to Issue and Incident Management.
• Advise the Business and Internal Controls using quantitative insights to highlight risks, training needs, process enhancements, and coaching opportunities.
• Participate in forums and calibrations with Business Leaders to ensure GCS quality standards, driving a culture of quality across GCS.

Your day to day

In your day to day role you will...

• Collaborate with Risk Management, Business Leaders, and Market Compliance to ensure SOP and Work Instruction accuracy and ensure controls are working effectively.
• Help identify and prioritize customer issues.
• Work with stakeholders to implement priority testing and monitoring requirements, creating a clear intake and governance process.
• Adept in analytics, modelling, and data insights.
• Utilize strong management and leadership skills to build scalable processes.

What do you need to bring-

• 8+ years in Internal Controls, Testing & Monitoring, or Quality, with knowledge of PayPal operational processes, risk policies, and global regulatory expectations(preferred).
• Ability to work quickly and solve problems in ambiguous situations.
• Demonstrated leadership, relationship-building, and collaboration skills with an ability to influence diverse stakeholders to drive change and deliver business impact.
• Strong written and verbal communication skills for effective engagement and clear, factual communication.
• Strong analytical skills for complex data analysis and business recommendations.

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visit https://www.paypal.com ,  https://about.pypl.com and