Job Description

PayPal’s Global Customer Practices (GCP) team is looking for an experienced and energetic Manager to support the teams responsible for overseeing the company’s commitment to delivering products and services in a fair and transparent manner, including developing global standards based on industry best practices and global customer protection laws.

This Singapore-based role will report to the Program Director of Global Customer Practices (GCP), and oversee implementation of the programs in the Asia-Pacific region (APAC).

Responsibilities include:

• Supporting the vision, strategy, and roadmap to develop and evolve the global customer practices programs in line with regulatory requirements, business goals, and PayPal values
• Supporting the development and implementation of the enhanced global customer practices program for APAC, inclusive of various customer protection laws and regulations.
• Maintaining and reviewing various policies to govern complaints management and compliance with regulatory obligations pertaining to customer fairness, payments, and lending
• Providing input into horizontal risk assessments and monitoring to evaluate PayPal’s management of compliance with applicable regulatory obligations in APAC to be incorporated into relevant Annual Risk and Compliance Plans and inform GCP monitoring activities
• Coordinating with in-market colleagues to ensure fair treatment of customers by establishing a leading customer protection compliance program, including stakeholders throughout the APAC Region, including Australia
• Consulting on testing of applicable obligations, including targeted fair lending testing and oversight of fairness concerns relating to machine learning-driven automated models
• Supporting the development of annual complaints management program expansion strategies and monitoring complaint activity for compliance with enterprise standards for fairness
• Monitoring new and emerging regulatory developments impacting customer protection, including identifying trends and potential impacts on business activities in APAC
• Serving as a subject matter expert providing guidance to Legal, Compliance, and Business Units on customer protection issues in APAC
• Supporting development and roll-out of global customer protection program trainings

• 10+ years of compliance, customer protection, banking, or similar experience
• Demonstrated subject matter expertise in global customer protection laws and regulatory expectations applicable to financial services organizations and products
• Strong communication and presentation skills; ability to communicate and help non-experts understand applicable requirements
• Strong writing skills, with attention to detail and ability to generate original documents
• Excellent investigative and analytic skills to identify trends and insights
• Familiarity with, and strong interest in, financial services technology, mobile and alternative payments, as well as emerging technology
• Ability to thrive in a fast-paced, changing environment by multitasking effortlessly and managing competing priorities under demanding deadlines
• Demonstrates strong and effective leadership skills and ability to operate comfortably within a complex cultural, global environment
• Demonstrated ability to learn quickly, manage projects and drive results
• Proven track record of driving results and building effective relationships
• Operate with strong integrity with the ability to handle projects of a sensitive and confidential nature
• Regulatory & fintech experience preferred