PayPal UK Collections Team Leader in Dublin, Ireland
UK Collections Team Leaderin Dublinat PayPal
Date Posted: 7/13/2018
Employee Type: Full-Time
Experience: Not Specified
Date Posted: 7/13/2018
Job ID: R0034951
HELP US REIMAGINE MONEY.
At PayPal, we believe that now is the time to democratize financial services so that moving and managing money is a right for all citizens, not just the affluent. We are driven by this purpose, and we uphold our cultural values of collaboration, innovation, wellness and inclusion as our guide for making decisions and conducting business every day. It is our duty and privilege to be customer champions and put those we serve at the center of everything we do.
We are one team that respects and values diversity of thought for everyone, everywhere, and we actively seek to create an energizing workplace that brings out the best in all of us. If you’re ready to shape the future of money, join the team at PayPal. We're proud to work here. You will be too.
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 Collections Team Leader 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. The Collections Team Leader will be responsible for leading the team to success on business results (Collections roll rates and impact to Net Credit Losses- NCL) while building a highly engaged team that are ambassadors for our company values.
Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level. Utilize formal correction action procedures as required. (20%)
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 (20%)
Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (20%)
Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)
Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)
Developing Direct Reports and Others
Managing and Measuring Work
Dealing with ambiguity
Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors, key stakeholders 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 targets and business goals
Education and Experience:
Bachelor’s Degree or equivalent work experience preferred
2+ year experience related work experience
1 years supervisory experience 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.
Individuals seeking employment at PayPal are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You have the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.