Manager, Collections - Ops. Excellence

The Company

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. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

Oversee Operational Excellence team primarily responsible for supporting Global Collections with initiatives to mitigate risk, ensure regulatory compliance, and drive process excellence. This position will work closely with internal partners such as the Legal, Product Development, Compliance, Collections QA, Operations, and Training teams utilizing the established OE framework and operating model. Driving operational efficiencies, creating/updating SOP’s/Policies, analyzing/interpreting data trends, excellence in execution, interpersonal/organizational communication, and protecting the brand are key proficiencies in this role.

Job Description:

• Oversee Global Collections documentation repository (over 500 documents) ensuring alignment with overarching policy information and providing framework and governance for all changes.

• Liaise with Legal & Compliance to ensure compliance with regulatory requirements and any new mandates from collections specific, regulatory bodies.  Work Instruction Creation & Maintenance, Process Alignment & Documentation Control/Ownership. Policy & Procedure Reviews/Approvals in conjunction with L&C and FLOD partners. Regulatory requirements/ Implementations

• Partner with Training and Operations to implement effective change management, consistent, reliable communications for initiatives/ changes/ continual improvements as well as ensuring process alignment between business segments where applicable. Tool enhancements: Mapping requirements, UAT Testing, working with Product Development & Engineering to operationalize changes. Digital Communication Management including creating/changing content for delivery. 

• Lead Project Management initiatives within the Collections Organization including new strategies, product launches, debt sales and tool enhancements. Work cross functionally with Strategy, Legal & Compliance, Governance and Operations for larger initiatives and the implementation of new Strategies. Identify, catalogue and prioritize risks and identify efficiency opportunities. Facilitate governance approvals for major changes often involving Bank Partners.

Requirements:

• Process documentation and governance experience, including updating/creating SOP’s - Preferred

• Experience with state specific collections requirements/licensing