Supervisor, Process Assurance Monitoring - Bengaluru, India - PayPal

PayPal

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

At PayPal (

NASDAQ:
PYPL), we believe that every person has the right to participate fully in the global economy.

Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary:

The Process Assurance Monitoring Team Leader builds, develops, and leads a group of employees into becoming a high performing team that meets and exceeds performance goals.

They engage and develop their direct reports and foster an open, collaborative environment in which best practices are shared.

The Process Assurance Monitoring (PAM) Team Leader supports and drives needs-based risk control monitoring initiatives through communication, coaching, best practice sharing, and calibrations.

The PAM Team Leader works closely with GCS Business Risk Control Leads (BRCL) to prioritize GCS monitoring needs and evaluation results

Job Description:

Review, communicate and coach to daily performance, quality, behavior, 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 standups and ensure that they are interactive, engaging, and agentdriven based upon developmental needs
Participate in teammate selection, internal talent movement, training needs assessment, and closure of knowledge gaps.
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
Demonstrate the ability to engage across multiple work streams and partners
Partner with GCS BRCL for issue documentation and remediation plans to assist in risk mitigation process.
Deliver results and calls to action to GCS BRCL and leadership; provide insight to help influence change within control environments.
Work with partners to create, implement, and execute monitoring activities to identify potential gaps or issues within the control environment.
Champion change in department / functional area by supporting others through the phases of change, communicate positively and consistently through the change.
Maintain program documentation (e.g., working files, supporting documentation, results reporting, etc.) so that gaps identified can be remediated by the BRCL.
Communicate and collaborate with leadership to achieve team goals and support partner strategies.
Create an inclusive and trusting work environment and culture so specialists are motivated to perform at their highest level while bringing the best of themselves to work.
Participate in special projects as needed and perform other duties as assigned.

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 business goals
Effective problemsolving skills
Adept in creating reporting and presentations which simplify complex themes into understandable communication
Schedule, prepare, and lead 1 on 1's and team meetings that are interactive, engaging and agent driven based on developmental needs.
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 departmentspecific tools)

Job Requirements:

2+ years of related experience in leadership
BA/ BS degree or educational equivalent preferred
Supervisory experience in related field

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.

Who We Are:

As part of PayPal's commitment to employees' health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance.

Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite.

Employees may request reasonable accommodation based on a medical condition or religious belie