PayPal Customer Outcomes Manager 

United Kingdom, England, City of London 

670365785

The Customer Outcomes Manager is a key member of the UK COO team, focusing on the assessment and oversight of intragroup and third party services provided to PayPal UK Limited (PPUK). The role will assists the UK COO,, 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:

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 supportquality assurance reviews in partnership with functional Second Line of Defense (SLOD) and “testing” teamsproviding local oversight for PayPal UK.
• Assist Outsourcing Lead in contract review processes related tointercompany/intragroupand 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 FCAregulations.
• 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 swiftresolution.

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, andcompletion of outsourcing being risk assessed in line with the requirements and obligations of the UK business.

Minimum Qualifications:

• Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Our Benefits:

Any general requests for consideration of your skills, please