Risk Compliance Complaints Analyst jobs at Paypal in Australia, Sydney

What you need to know about the roleDelivering on the regulatory requirements for PayPal Australia Pty Ltd, this position is responsible for supporting the second line oversight of the Risk and Compliance Management Program in Australia, driving a data-driven approach that meets both the PayPal global framework and all local regulatory requirements.

Meet our team

• This role reports directly to the Director of Risk and Compliance and is suited to an experienced Manager who demonstrates resilience and sound judgment when navigating complex issues involving a wide range of internal and external stakeholders. With strong negotiation skills and excellent written and verbal communication, you are confident in delivering clear, professional, and actionable advice across all levels of the business.

• The successful candidate will be responsible for maintaining and enhancing the PayPal Australia’s risk and compliance framework, ensuring the organization meets its regulatory obligations and manages emerging risks effectively. This position offers the chance to contribute to an organization known for its strong values and employee-centric culture.

Champion a proactive risk and compliance culture that supports ethical decision-making and long-term resilience.

Drive continuous improvement by using data, insights, and lessons learned to uplift policies, controls, and operations.

Empower teams through clear, practical guidance and by simplifying complex regulatory requirements into actionable steps.

Build strong relationships with regulators and key stakeholders, reinforcing trust and transparency.

Your day-to-day

• Develop, maintain, and embed the risk management and compliance frameworks, aligned with regulatory expectations and business needs.

• Act as a trusted advisor to senior leaders and business units, providing expert guidance on risk and compliance matters.

• Provide guidance to business partners relating to the development of controls for reviewing new products and features and other business initiatives.

• Conduct assessments of applicability and impact of new and/or changes to Australian regulations and regulatory guidance.

• Provide oversight and support to the business in the implementation of regulatory change management initiatives.

• Provide support for local regulatory interactions, examinations and adhoc requests.

• Assist in execution of risk assessments and provide effective challenge to the first line of defence.

• Provide ongoing support of issue management and remediation efforts.

• Assist with the development of policies, procedures and/or guidelines.

• Prepare periodic reports summarizing the business units’ risk and control environment for senior management, committee and Board meetings.

• Collaborate with cross-functional teams; strive to deliver exceptional and responsive service by providing risk and compliance management expertise in a clear, solution oriented and customer-focused manner.

• Support maintenance of risks in line with risk taxonomy, framework and assessment process.

• Support first line in prioritization of risk mitigation.

• Escalate timely and actionable information to key stakeholders.

• Prepare and deliver reports for executive committees, boards etc

• Stay abreast of regulatory changes and ensure the business is positioned to respond in a timely and effective manner.

What do you need to bring

• Strong knowledge of global financial institutions, money service business, and/or banking compliance, including sound knowledge of prudential compliance, Governance, licensing and risk and compliance management frameworks. A good understanding of consumer law and regulations is preferred.

• 5+ years of experience in a large organization including demonstrated leadership in building risk and compliance frameworks.

• Experience with regulators and the regulatory exam process, ideally for non-bank financial institutions.

• Law degree preferred.

• Ability to communicate complex matters in a simple and clear manner.

• Ability to take ownership of outcomes and the ability to work with business unit teams to confront issues and drive performance.

• Skilled at identifying and recommending cost effective solutions and organizing resource allocation.

• Extensive experience in partnering with and advising business stakeholders, particularly in the context of a rapidly changing environment.

• Strong problem solving and operational process skills and attention to detail.

• Excellent ability to analyze regulatory risks in complex business processes and recommend controls to mitigate those risks.

• Excellent presentation and project management skills with the ability to successfully work multiple issues at one time.

• High energy and creativity, an entrepreneurial spirit and the desire to work in a growing and changing environment.

• Ability to work within a matrixed environment, and cross functionally with operations and technology functions.

• Ability to operate with strong integrity with the ability to handle projects of a sensitive and confidential nature.

• Strong computer knowledge; excellent MS Word, Excel, Visio, and PowerPoint skills.

Our Benefits:

Any general requests for consideration of your skills, please

What you need to know about the roleAs a Risk and Compliance – Complaints Analyst, you will play a key role in supporting the effective management of PayPal Australia’s complaints handling process, while also contributing to the broader objectives of the Risk and Compliance team. Your core responsibilities will include assisting with the assessment and investigation of complex complaints, engaging directly with the Australian Financial Complaints Authority (AFCA), and preparing high-quality operational and regulatory responses.

Your way to impact

• Lead and support the effective handling of complex customer complaints, ensuring fair, timely, and compliant outcomes.

• Engage with AFCA and internal stakeholders to resolve escalated matters professionally and constructively.

• Conduct root cause analysis and identify opportunities for process improvements to reduce recurring issues.

• Provide clear, actionable advice to internal teams, helping them navigate complaints and compliance requirements.

• Influence internal policies and procedures by sharing insights gained through complaint trends and investigations.

• Contribute to broader risk and compliance initiatives, including incident reviews, control testing, and regulatory change.

• Help foster a culture of accountability, continuous improvement, and strong governance across the organization.

Your day-to-day

• Supporting the strategic management of PayPal’s Internal and External Dispute Resolution process.

• Analyzing and reporting on complaints data to PayPal’s Executive Management Team.

• Monitoring and tracking of Service Level Agreements and support strategic direction where needed.

• Responsible for drafting responses to complaints and investigations from government agencies.

• Responsible for drafting submissions to tribunal matters.

• Effective partnership with Compliance Team to proactively identify and manage the regulatory risk for the business.

• Ability to manage complex and difficult issues and conversations.

• Strong critical thinking and problem-solving skills, including the ability to analyze operational and financial impact of various alternatives and risk mitigation approaches.

• Ability to perform in a high-energy fast paced environment with tight deadlines.

• Putting customers first and drive customer advocacy internally and externally.

• Develop relationships across PayPal as trusted collaborator and advisor on the complainant’s needs.

• Support and guide PayPal’s Executive Escalations Team to ensure a strong focus on servicing for excellence, execution, quality, and speed.

• Ensuring that processes and procedures are up to standard and applied as required, developing them further in collaboration with PayPal’s Compliance Team and Executive Escalations Team.

• Contribute to broader risk and compliance activities as needed.

What do you need to bring

• 2-4 years’ experience in complaint management, including review customer complaints, identifying root cause and trends, and developing solutions.

• Understanding and knowledge of RG165.

• Strong data analysis skills and reporting skills.

• Strong verbal and written communication skills.

• Ability to work well in a matrixed environment, collaborating across multiple departments, levels, and regions.

• Ability to work both independently and as part of a team, escalating challenges or concerns promptly and appropriately.

• Strong report writing experience and experience in data analysis.

• A general understanding of Risk and Compliance Frameworks

Our Benefits:

Any general requests for consideration of your skills, please