PayPal Team Leader, Risk Operations in Kuala Lumpur, Malaysia
Team Leader, Risk Operationsin Kuala Lumpurat PayPal
Date Posted: 7/5/2017
Employee Type: Full-Time
Experience: Not Specified
Date Posted: 7/5/2017
Job ID: R0019743
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.
As a Team Leader in Risk Operations, you will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. As a Team Leader, you will engage and develop your direct reports, foster an open collaborative environment where best practices are shared. Team Leaders also support and drive needs based initiatives through 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 correction action procedures as required.
Schedule, prepare, lead and document 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.
Complete the required number of case/email/ phone quality reviews per teammate each month. Work 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, and training needs assessment and closure of knowledge gaps.
Prerequisite Knowledge & Proficiencies
Supervisory and coaching experience in an ICA/ Team Leader capacity.
Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors 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 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).
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.