Description
This job acts as a general manager, leading a team focused on collecting past due and charge off debts across PayPal products and geographies.
You will monitor performance, identify and drive operational improvements, and partner with Strategy & Analysis, Product, and Engineering to advance strategic initiatives.
Additionally, you will collaborate with a wide range of stakeholders including business leaders, Legal, Compliance, Risk, Audit, external regulators, etc.
Essential Responsibilities:
- Lead a large and geographically diverse team, including PayPal FTE and/or first and third-party suppliers
- Own supporting process performance impacting your scope of responsibility (e.g., digital outreach, digital fulfillment, etc.)
- Develop and monitor performance metrics, balancing losses, customer experience, operations expense, associate satisfaction, and risk
- Identify and drive operational initiatives aimed at reducing losses, improving customer experience, driving efficiency, and reducing risk
- Partner with Collections Strategy to initiate and advance strategic initiatives; contribute meaningfully to strategic planning
- Develop and coach senior people leaders (Director and Senior Manager level)
- Stay abreast of industry trends, and be the face of PayPal at industry forums
- Collaborate with a wide range of stakeholders across the business
Minimum Qualifications:
- 12+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience
Additional Responsibilities & Preferred Qualifications :
- Collections experience across a wide range of asset classes -- e.g., Credit Card, BNPL, Business Lending
- Experience leading successful interactions with regulators in the US, UK, and EMEA
- Success leading and implementing call center transformation initiatives