Head of Complaints - Internal Controls


March 27, 2021

Omaha, NE, US

Who we are: 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 375 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.
Job Description Summary: The Senior Director of First Line of Defense Center of Excellence will be responsible for leading the Complaints Process. This role will identify innovative solutions, locate efficiency opportunities, and define and drive metrics to lead the effectiveness of the process and enable market expansion. This role will lead a global team supporting root cause analysis and program management activities related to the Complaints program.
Job Description:
  • Responsible for the management and execution of the program roadmap and strategic direction.
  • Develop and manage the process for integration new business and functions into the Complaint operation.
  • Provide strategic direction and alignment with partners on program enhancements. In partnership with the Business Insights team, define capability needs, reporting and analytics requirements to support the Complaints Process and Program.
  • Partner in the design and implementation of changes to the Complaint Management monitoring activities to ensure appropriate identification, analysis and remediation of complaints.
  • Manage the root cause analysis program to ensure the identification and resolution of complaint drivers.
  • Develop and facilitate a forum to communicate complaint program insights, results and trending to Global PayPal leaders.
  • Establish relationships and collaborate with key stakeholders across the PayPal enterprise, through attendance at meetings and other communication forums and committees.
  • Establish & communicate clear goals (Complaint driver KPI’s), objectives, and performance standards across all levels within and across the complaints process and partnered business units
  • Actively support and promote a culture of progress and ensure day-to-day quality & risk mitigation is maintained through periods of strategic change
  • Create an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while bringing the best of themselves to work
  • Perform a variety of ad-hoc tasks pertaining to the complaints process. Leads and directs the work of others. A wide degree of creativity and latitude is expected.

Preferred Qualifications
  • Demonstrated executive leadership experience with ability to lead, inspire and motivate a global team to achieve world-class performance
  • Ability to quickly adapt to rapidly changing environments while serving as a steady point of continuity for the team.
  • Agility in leading and navigating the global regulatory environment
  • Excellent organizational, communication, and interpersonal skills
  • Excellent relationship management skills in a challenging, fast paced environment
  • Strong problem-solving, conflict resolution, influencing and decision-making skills and high attention to detail.
  • Excellent communication, interpersonal and negotiation skills to gain trust, achieve business objectives and work directly with a broad group of managers throughout the company.
  • Demonstrate high energy/creativity and entrepreneurial skills.

Job Requirements
  • Minimum of 15 years of experience in enterprise/operational/ internal controls roles within large, global, multi-lingual and high growth organizations.
  • 12+ years management experience.
  • Extensive experience leading global compliance, financial risk and operations (tech) programs and teams at scale.
  • Ecommerce, banking industry, Internet Company, financial institution or transaction processor experience preferred.
  • Compliance and Audit experience for large financial institutions. Prefer end-to-end program and production leadership.
  • Proficiency in systems (Internet, Office Applications) and proficiency in and/or ability to quickly learn internal business systems.
  • Experience in a Contact Center environment with direct leadership of line management leaders
  • BA/BS or equivalent work experience required. Master's Degree preferred.
  • Flexibility to operate effectively in a global construct and to travel frequently.

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.