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Job Description
The CompanyPayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.
We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.
We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.
Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.
Job Description Summary:
Meet the team!The Customer Outcomes Manager is a key member of the UK Operations & Service Delivery team, focusing on the assessment and oversight of intragroup and third party services provided to PayPal UK Limited (PPUK). You will assists the Head of Service Delivery & Operations, Consumer Protection Lead and Outsourcing Lead to ensure that services are maintained in alignment with regulatory requirements, including FCA regulations, Consumer Duty, and Payment Services Regulations (PSRs).
Job Description:
Your way to impact
The Customer Outcomes manager plays a critical role in ensuring there is a robust process for tracking and maintaining FCA compliance across all third-party and intragroup engagements in PayPal UK. They will support regular SLA reviews and performance monitoring to maintain high service standards and positive customer outcomes. They will give comprehensive support for governance forums, supporting the entity’s oversight across PayPal’s outsourcing arrangements (internal & external) and champion it’s adoption within the UK.
Performance Monitoring and Managing Adherence to Internal and External Service Levels
Support with regularly reviewing and updating SLAs to reflect evolving regulatory, operational, or business requirements ensuring clear expectations for service quality, availability, and performance.
Use appropriate metrics to measure adherence to SLAs, ensuring timely detection of performance gaps.
Collaborate with internal stakeholders to monitor intragroup and third-party outsourced service provider relationships, supporting UK Entity Service Owners (ESOs) and UK Outsourcing Lead in driving resolution and timely closure of non-performance issues against agreed Service Level Agreements (SLAs). Present timely status updates to PPUK’s senior management.
Support UK ESOs and UK Outsourcing Lead in the oversight of intra-group and third party outsourcing (ensuring PayPal UK receives services in line with Distributed Service Agreements) and support quality assurance reviews in partnership with functional Second Line of Defense (SLOD) and “testing” teams providing local oversight for PayPal UK.
Assist Outsourcing Lead in contract review processes related to intercompany/intragroup and third-party outsourcing agreements.
Support the relevant business leads in their efforts to meets regulatory and policy requirements.
Monitor how third-party and intragroup services impact customer outcomes, emphasizing fair treatment, prompt resolution of complaints, and overall satisfaction.
Support functional areas to analyse and rationalize complex data sets to provide key insights to senior leaders and PayPal UK’s Board on the health of PPUK’s governance across its intragroup and outsourced activities including compliance with UK Consumer Duty.
Preparation for Governance Forums
Provide detailed reports and insights for governance committees, including PayPal UK Outsourcing, Conduct and Customer Outcomes Committee (OCCO), UK ExCo, UK Audit, Risk and Compliance Committee (ARCC) and UK Board.
Develop and present dashboards and summaries on third-party and intragroup performance, conduct risks, and adherence to FCA regulations.
Secretariat for PayPal UK Outsourcing, Conduct and Customer Outcomes Committee.
Proactively escalate risks, performance issues, or conduct concerns identified in third-party or intragroup arrangements to Outsourcing leads, UK Head of Operations and Service Delivery and governance forums as necessary, ensuring swift resolution.
Audit Preparation and Entity Service Support
Support PPUK related regulatory and internal audit inspections.
Support with the collation of UK related data, queries or remediation efforts relating to the services provided to PayPal UK.
Drive continuous improvement in the monitoring processes required to meet business or regulatory needs.
On behalf of the UK entity, work with UK Entity Service Owners (ESOs) to validate that all Intragroup and Outsourcing engagements are well documented, kept up to date, and have completed the required risk & due diligence assessments on an annual basis.
Foster a close working relationship with all Global Functional Areas, in particular legal, compliance, technology and customer/ complaints teams.
Undertake ad-hoc projects as assigned, such as supporting with framework and operational improvements, support in strengthening of internal controls, streamlining reports and processes. There will be a priority-based review for projects that impact PayPal UK and require additional focus for completion within agreed timeframes.
Collaborate with PayPal UK’s Entity Service Owners (ESOs) on the delivery of services, maintaining a level of continuity, and completion of outsourcing being risk assessed in line with the requirements and obligations of the UK business.
Additional Job Description:
Subsidiary:
PayPalTravel Percent:
0For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
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.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.
Who We Are:
Click Here to learn more about our culture and community.
Commitment to Diversity and Inclusion
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 talentaccommodations@paypal.com.
Belonging at PayPal:
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.
Any general requests for consideration of your skills, please Join our Talent Community.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.
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