Product Governance Manager

PayPal, Inc.; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading global payment solutions provider is seeking an experienced individual to support customer outcomes data analysis and compliance at their UK entity. The role will involve performance monitoring, collaboration with stakeholders to enhance service quality, and ensuring adherence to regulatory standards. Ideal candidates should have extensive experience in data analysis and stakeholder engagement. The position is based in the City Of London and offers a dynamic work environment.

Benefits

Flexible work environment

Employee share options

Health and life insurance

Qualifications

• 8 years of relevant work experience.
• Ability to measure and analyze performance metrics.
• Strong collaboration with internal stakeholders.

Responsibilities

• Review and update SLAs for service quality improvements.
• Analyze complex data sets for governance insights.
• Develop and present dashboards on service performance.

Skills

Performance Monitoring

Data Analysis

Stakeholder Collaboration

Report Preparation

Risk Management

Education

Bachelor's degree or equivalent experience

Job description

The Company

PayPal 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") is the PayPal UK regulated entity, with over 14 million customers. 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. We also have an exciting growth agenda with the customer at the heart of everything we do. The role will work across the UK COO teams to ensure accurate collection, analysis and reporting of customer outcomes data and support PayPal UK in meeting FCA compliance standards across Consumer Duty, Critical Third Parties as well as IT and Operational Resilience reporting. You will enable PayPal UK Management to access and use data to identify local risks and implement strategies that promote fair treatment of customers.

Essential Responsibilities

Performance Monitoring and Managing Adherence to Internal and External Service Levels

• Support with regularly reviewing and updating SLAs to reflect evolving regulatory, operational, or business requirements ensuring clear expectations for service quality, availability, and performance.
• Use appropriate metrics to measure adherence to SLAs, ensuring timely detection of performance gaps.
• Collaborate with internal stakeholders to monitor intragroup and third‑party outsourced service provider relationships, supporting UK Entity Service Owners (ESOs) and UK Outsourcing Lead in driving resolution and timely closure of non‑performance issues against agreed Service Level Agreements (SLAs). Present timely status updates to PPUK's senior management.
• Support UK ESOs and UK Outsourcing Lead in the oversight of intra‑group and third‑party outsourcing (ensuring PayPal UK receives services in line with Distributed Service Agreements) and support quality assurance reviews in partnership with functional Second Line of Defense (SLOD) and “testing” teams providing local oversight for PayPal UK.
• Assist Outsourcing Lead in contract review processes related to intercompany/intragroup and third‑party outsourcing agreements.
• Support the relevant business leads in their efforts to meets regulatory and policy requirements.

Monitor how third‑party and intragroup services impact customer outcomes, emphasizing fair treatment, prompt resolution of complaints, and overall satisfaction.

• Support functional areas to analyse and rationalize complex data sets to provide key insights to senior leaders and PayPal UK's Board on the health of PPUK's governance across its intragroup and outsourced activities including compliance with UK Consumer Duty.

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 summaries on third‑party and intragroup performance, conduct risks, and adherence to FCA regulations.
• Secretariat for PayPal UK Outsourcing, Conduct and Customer Outcomes Committee.
• Proactively escalat​e risks, performance issues, or conduct concerns identified in third‑party or intragroup arrangements to Outsourcing leads, UK Head of Operations and Service Delivery and governance forums as necessary, ensuring swift resolution.

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.
• On behalf of the UK entity, work with UK Entity Service Owners (ESOs) to validate that all Intragroup and Outsourcing engagements are well documented, kept up to date, and have completed the required risk & due diligence assessments on an annual basis.
• Foster a close working relationship with all Global Functional Areas, in particular legal, compliance, technology and customer/complaints teams.
• Undertake ad‑hoc projects as assigned, such as supporting with framework and operational improvements, support in strengthening of internal controls, streamlining reports and processes. There will be a priority‑based review for projects that impact PayPal UK and require additional focus for completion within agreed timeframes.
• Collaborate with PayPal UK's Entity Service Owners (ESOs) on the delivery of services, maintaining a level of continuity, and completion of outsourcing being risk assessed in line with the requirements and obligations of the UK business.

Minimum Qualifications

• Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Additional Responsibilities & Preferred Qualifications

Subsidiary: PayPal
Travel Percent: 20

PayPal Benefits

We have great benefits including a flexible work environment, employee share options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

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 [e-mail].

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.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.