Supervisor, Risk Operations

3+ months ago

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 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.

The PayPal CIP Team Leader builds, develops, and retains a group of employees into becoming a high performing team that meets and exceeds performance goals. The Team Leader drives world-class customer experience results through high impact coaching and development of their teammates and team leaders. They engage with their direct reports and foster an open, collaborative environment in which developmental feedback and career coaching is a primary focus. They operate in a diverse and inclusive environment role modelling strong values and ethics. Is agile to the changing needs of our customers and supports and drives needs-based initiatives through effective communication, coaching, best practice sharing, and calibrations.


  • Review, communicate and coach to daily performance, quality, behaviour, and attendance standards at the individual and team level.  Utilize formal corrective action procedures as required
  • Schedule, prepare and lead the required number of 1:1 coaching, team learning sessions, and stand-ups and ensure that they are interactive, engaging, and agent-driven based upon developmental needs
  • Complete the required number of case, email, and phone quality reviews per teammate each month 
  • Work through cases and escalations as required
  • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows, and guidelines
  • Participate in teammate selection, internal talent movement, training needs assessment, and closure of knowledge gaps

Preferred Qualifications

  • Strong verbal and written communication skills and the ability to effectively communicate with teammates, peer supervisors, and department management
  • Ability to direct and motivate others and effectively delegate in order 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, change management initiatives while maintaining and driving teammate engagement
  • Ability to effectively balance company and customer needs to deliver against NPS targets and business goals
  • Proficiency in external systems (Internet, Office Applications), and basic knowledge of applicable or relevant internal systems and software (such as Kana, Intranet, Admin Tools, Attack, Status Change, LMS, EWFM, and any other department-specific tools)

Job Requirements

  • 5+  years of related experience
  • Ba/ BS degree or educational is equivalent
  • Supervisory experience in an ICA capacity

PayPal Benefits:

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at

Job ID: 1db8e80596f7cf43febb83471dede5dc41b643ae664b9036bb63f2e9cc721937