Senior Manager, Consumer Duty and Vulnerability SME

PayPal

  • London
  • Permanent
  • Full-time
  • 5 hours 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: The UK Firm – PayPal UK (“PPUK”)PayPal has been operating in the UK for over 20 years serving large and small merchants and consumers across our two sided platform and with a wide range of payments, credit crypto and other adjacent products and services.PayPal UK Ltd (“PPUK”) is the PayPal UK regulated entity, with over 14 million customers.We also have an exciting growth agenda with the customer at the heart of everything we do.Job Description:Essential Responsibilities:
  • Lead complex projects related to the administration of legal entities and corporate structures.
  • Resolve complex problems by applying functional expertise and understanding current business trends.
  • Develop methods and procedures for new assignments to improve global processes.
  • Provide valuable insights on corporate governance and compliance to enhance operational efficiency.
  • Collaborate with cross-functional teams to ensure alignment on entity management strategies.
Minimum Qualifications:
  • Minimum of 12 years of relevant work experience and a Bachelor's degree or equivalent experience.
Preferred Qualification:We are seeking a Consumer Duty & Vulnerability subject matter expert to lead and advise on the application of FCA Consumer Duty and vulnerable customer requirements across PayPal UK. This role is pivotal in embedding good customer outcomes into PayPal UK’s culture, products, services and governance frameworks, with a particular focus on meeting the needs of vulnerable customersAs an internal expert on Consumer Duty and the treatment of vulnerable customers you will work across the UK COO team and cross-functionally with UK and Group Product, Compliance, Risk, Legal teams to ensure PayPal UK not only meets but exceeds regulatory expectations in line with PayPal “work customer back” leadership principle.In your role as Senior Manager, Consumer Duty & Vulnerability you will:Ensure that PPUK builds and continually enhances its frameworks, policies, processes and data monitoring to meet Consumer Duty and Vulnerability expectations and regulatory guidance across UK products and services.Act as the subject matter expert in relation to Vulnerable customers, advising UK and global teams on the four Duty outcomes:
  • Products & Services
  • Price & Value
  • Consumer Understanding
  • Consumer Support
Enhance the identification and treatment strategies for vulnerable customers, in particular those at greatest risk of foreseeable harm when interacting with PayPal UK’s products and services, due to one of more of the FCAs four drivers of vulnerability – health, life events, capability and resilience - supporting vulnerable customers to achieve outcomes as good as other customers.Lead annual Consumer Duty board report preparation and evidence gathering as it relates to vulnerable customers.With the support of a UK Customer Outcomes Manager, drive continuous improvement in customer outcomes and monitoring.Develop, and embed a Customer Vulnerability Framework with associated strategies to support PPUK’s vulnerable customers, aligned to an assessment of the risk of foreseeable harm.Define and manage MI and conduct risk indicators and support the development of data-led governance to enable PPUK COO and senior managers to monitor customer outcomes for vulnerable and other customer groups.Collaborate with product, service and cross-functional teams to align business goals (underpinned by PayPal’s “customer back” Leadership Principle) with FCA Consumer Duty and Vulnerability expectations.Identify industry best practice in ensuring vulnerable customers receive outcomes as good as those for other customers.Support the UK CEO, COO and CCO by acting as the leading voice of vulnerable customers with internal stakeholders and advocate for vulnerable customers at all levels of the organisation, up to UK and Group Executive and Board level.Engage with industry, government and regulatory bodies to ensure PayPal has a leading voice on regulatory policy for vulnerable customers.Support the business identification and prioritisation of opportunities for enhancement of products and services, based on Vulnerable customer data, feedback, and other insights.Provide training and support to staff and customer facing functions on identifying and responding to signs of vulnerability.Ensure that relevant systems and processes consider the circumstances of vulnerable customers and the potential for harm arising from PPUKs products and services if they are not managed appropriately.Work in conjunction with legal and compliance teams to ensure compliance with all relevant legislation and regulation (including FCA Consumer Duty, Equality Act, GDPR and Online Safety Act).Support implementation of customer centric treatment practices and other controls which underpin effective delivery of vulnerable customer policy expectations, across the global organisation.Support regulatory interactions including FCA requests, thematic reviews and supervisory activity.Skills & ExperienceA passion and commitment for understanding the needs and delivering good outcomes for vulnerable customers.SME knowledge and practical application of the FCA Consumer Duty and Vulnerability Guidance in a commercial context.Proven track record of success working within a large, complex, UK financial services organisation, ideally relating to delivering good customer outcomes, services and experienceProactive, analytical and confident in challenging the status quo in the interest of better outcomes.Ability to exercise judgement within an ambiguous regulatory context.Excellent written and verbal communication and leadership skills.Proven ability to think strategically and execute on a plan through galvanizing different stakeholder groups.Experience preparing Board or FCA reporting packs (desirable).Subsidiary: PayPalTravel Percent: 0PayPal 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