Employee Central Program Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: PayPal’s Program Manager for Employee Support Services in the APAC Region is responsible for program leadership, strategy, and operations of the internal and external components of PayPal’s service operations within the region. As a part of this, you will have day-to-day responsibility for the HR outsourcing partner model and relationships for the region, and service as the escalation point for our internal stakeholders. Strong collaboration will be required across regions to ensure we drive a consistent employee experience. This role requires knowledge of the end to end employee lifecycle, and how best to get things done across partners and the user audience within a collaborative and dynamic global structure. The Regional Program Manager will report directly to the Global Employee Support Services Director, collaborate closely with peers in all regions and partner closely with our HR outsourcing partner.

**Job Description**:
**Responsibilities**
- Drive the day-to-day management and compliance for the region’s employee support services, working collaboratively with cross-functional partners and our HR outsourcing partner
- Participate in operational governance meetings
- Develop strong relationships with cross-functional stakeholders and across business entities both in person and remote environments
- Explore opportunities that drive value for both parties and our PayPal’s employees - i.e. our customers.
- Partner with business leaders and business units to educate, understand our customer’s needs, and drive service adoption in the region
- Ensure regional/local processes are aligned to PayPal’s global standard operating model
- Ensure regional service level objectives are achieved and day-to-day escalations are managed
- Provide appropriate escalation, anticipate and make delivery trade-offs, balance business requirements versus technical constraints, and maximize the business benefit from the program
- Collaborate with our HR outsourced partner in the design, implementation & operationalization of new policies, processes, tools etc. as the outcome of the local initiatives
- Sign off the process documentation on regional level (process flows, local procedures, escalation matrix etc.
- Actively identify, track, and manage issues, risks for the region, while demonstrating consistent follow-through
- Look for opportunities for continuous improvement and drive implementation of efficiency and effectiveness improvement for processes
- Region’s point of contact for audits and requests from PayPal’s Second Line and Third Line of Defense

**Core Competencies**
- Strong vendor/third-party management skills
- Ability to collaborate effectively across functional areas at all levels in the organization
- Demonstrated skills needed to develop, socialize, and roll out efficient and effective customer centric end-to-end programs and processes
- Proven track-record instituting and managing outsourced partner relationships through all phases, from concept to program launch and stabilization
- Ability to establish and build successful working relationships, internally and externally
- Demonstrated ability to work well with other departments and varying levels of management, both internally and externally
- Experience with Workday, SalesForce case management or similar systems
- Excellent attention to detail and the ability to deliver results in a very fast-paced and dynamic environment
- Excellent program management skills and ability to manage multiple complex programs simultaneously
- Demonstrated skills in continuous improvement (e.g. Lean, Six Sigma, Design Thinking)
- Demonstrated change management expertise
- Outstanding written and verbal communication skills

**Job Requirements**
- A proven track record of success managing employee delivery services, including 5+ years in a corporate environment
- Direct management in a Shared Services/Business Process Management environment
- 5+ years of managing the performance of third parties to contracted terms and conditions
- Human Resources functional experience
- Program Management experience (PMP preferred)
- Experience in executing continuous improvement methodologies
- Financial services/FinTech industry experience preferred

**Education Requirements**
- Bachelor’s degree in a related field or equivalent

**Travel**: 5 - 10%

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,