Consumer Duty Manager

PayPal

  • London
  • Permanent
  • Full-time
  • 1 month ago
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 Summary: Meet the team!The Consumer Duty Manager is responsible for ensuring PayPal’s products, services, and customer journeys meet the expectations of the UK Financial Conduct Authority's (FCA) Consumer Duty. You will drive the oversight, and continuous improvement of frameworks and initiatives that ensure good outcomes for all customers—particularly those in vulnerable circumstances. As a key member of the UK COO team, you will assists the UK Management team, 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 impactThe Consumer Duty Manager plays a critical role in ensuring strong first-line oversight of customer protection and the delivery of good outcomes under the FCA’s Consumer Duty. The role is responsible for maintaining robust processes to monitor and evidence compliance, with a strong emphasis on data-driven reporting and outcome metrics. They will lead the coordination and delivery of regular reporting packs, dashboards, and insights for governance forums, senior management, and regulatory stakeholders. By analysing key indicators such as customer service performance, complaints, value assessments, and support effectiveness, they provide clear visibility into how customer outcomes are being met. The role also supports the embedding of Consumer Duty principles across PayPal UK, helping to foster a culture of accountability and continuous improvement.
  • Support with regularly reviewing and updating internal customer outcomes monitoring processes to reflect evolving regulatory expectations, business priorities, and operational needs, ensuring clear visibility of service quality, fairness, and value delivery.
  • Assist with reviewing internal documentation, reporting outputs, and governance materials to ensure consistency with Consumer Duty expectations and support preparation for internal and external (e.g., regulatory) scrutiny.
  • Use appropriate customer outcome metrics and performance indicators to assess adherence to Consumer Duty requirements, enabling timely identification and escalation of emerging risks or performance concerns.
  • Collaborate with internal stakeholders to ensure effective first-line oversight of customer outcome delivery across relevant business areas, supporting timely resolution of issues impacting customer experience, support, or value. Present regular outcome performance updates to PayPal UK’s senior management and governance forums.
  • Support entity-level reporting and assurance activity relating to Consumer Duty, partnering with the Compliance function and other internal assurance teams to ensure robust local oversight and evidencing of good customer outcomes.
  • Assist with reviewing internal documentation, reporting outputs, and governance materials to ensure consistency with Consumer Duty expectations and support preparation for internal and external (e.g., regulatory) scrutiny.
  • Monitor the delivery of customer outcomes across key business functions, with a focus on fair treatment, timely complaint resolution, and overall customer satisfaction, in alignment with the FCA Consumer Duty.
  • Support functional areas in analysing and interpreting complex data sets to generate actionable insights for senior leaders and the PayPal UK Board on the effectiveness of customer outcomes oversight, highlighting areas of strength and opportunities for improvement in line with regulatory expectations.
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 summary reports on customer outcome performance, conduct-related indicators, and alignment with FCA Consumer Duty requirements, providing clear insights to support effective oversight and decision-making by senior leadership.
  • Proactively escalate emerging risks, performance issues, or conduct concerns related to customer outcomes to the Consumer Protection Lead, UK COO and relevant governance forums as appropriate, ensuring timely resolution and alignment with Consumer Duty expectations.
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.
  • Work closely with UK Entity Service Owners (ESOs) to ensure all customer outcome monitoring activities and governance documentation are accurate, up to date, and compliant with regulatory and business requirements.
  • Foster strong collaborative relationships with Global Functional Areas, particularly legal, compliance, technology, and customer service/complaints teams to support effective Consumer Duty implementation.
  • Undertake ad-hoc projects as assigned, including supporting framework enhancements, strengthening internal controls, and streamlining reporting and operational processes. Project priorities will be reviewed regularly to ensure timely completion of key initiatives impacting
  • Collaborate with UK Entity Service Owners (ESOs) to support the consistent delivery of services, ensuring ongoing oversight and adherence to regulatory obligations related to customer outcomes and fair treatment.
Preferred Qualification:Subsidiary: PayPalTravel Percent: 20PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit .For 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 .Who We Are:to learn more about our culture and community.Commitment to Diversity and InclusionPayPal 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 .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 .We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

PayPal