Customer Escalations and Regulatory Manager

Description

Key Responsibilities :

Leadership & Development

Set clear goals and performance metrics for the team.

Coach and develop Specialists to exceed performance standards.

Conduct regular coaching sessions and effective team meetings.

Foster a culture of empowerment, high performance, diversity, and inclusion.

Engagement across the global team, active participation in strategic initiatives that align with the organization’s goals.

Operational Excellence

Manage complaints and legal workflows, escalations, and delegations, responding as appropriate within service level.

Collaborate with Directors and Quality Lead to implement strategies and process improvements.

Monitor daily metrics and provide feedback to ensure service levels are met.

Cross-functional collaboration : Work closely with various business partners to resolve customer complaints and fulfill legal orders.

Ensure the team is in compliance with the local regulations

Team Management

Lead a team of specialists, focusing on talent development and retention.

Overseepartner site resources and performance within GCCA queues

Create an inclusive and motivating work environment.

Facilitate constructive dialogue between specialists and other functions.

Utilize diverse development methods to grow team members.

Continuous Improvement

Leverage best practices and stay updated on industry trends and local regulatory requirements.

Attend ongoing training to enhance knowledge in department and industry areas.

Utilize performance development planning to support career growth of team members.

Innovation and Training; active participation in global training and quality programs, ensuring consistency in case handling; enhancing program effectiveness.

Preferred Qualifications

Strong verbal and written communication skills; ability to effectively communicate with teammates, leaders and business unit leadership in both Japanese and English

Proven track record of creating inclusive, high performing teams

Excellent organizational, communication, and interpersonal skills

Ability to influence and drive positive changes utilizing data and reports

Experience in change management while maintaining and driving teammate engagement

Proven ability to overcome challenges and drive performance to meet and exceed customer experience and business goals

Ability to anticipate trends and patterns, act quickly to change course, maintaining momentum.

Ability to define and utilize quantitative and qualitative management reporting toolsets

Proficiency in systems (Internet, Office Applications, CoPilot) and proficiency in and / or ability to learn internal business systems quickly

Strong writing and documentation ability to handle the official / regulatory related documents in Japanese

Job Requirements

Japanese and English languages (bilingual)

8 years of related experience, minimum

Prior experience in people and change leadership

Customer communication experience

Bachelor’s degree or equivalent work experience

Competencies

Coaching, Developing & Retaining Teammates

Diversity, Inclusion, Equality, and Belonging

Customer Focus

Acquiring and On-boarding Teammates

Drives for Results, Managing / Measuring Work

Shared Values / Ethics

Change Management

Delegation

Organizational Agility

Preferred Qualification :

Subsidiary :

PayPal

Travel Percent :

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 Inclusion

PayPal 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.