View from the Boardroom: Maeve Dorman, PayPal

Maeve Dorman, Vice President of Merchant Operations for Europe, the Middle East and Africa, PayPal, on the importance of having a healthy, happy workforce.

With an onsite physiotherapist and beautician at PayPal’s offices, they walk the walk when it comes to encouraging a healthy workplace. Maeve Dorman, Vice President of Merchant Operations for Europe, the Middle East and Africa, PayPal, says, “From my experience, I have found that a healthy, happy workforce is a productive and passionate one. That is precisely why we invest so much time and effort into establishing and sustaining a fulfilling work environment for our teammates.

“This includes a complete ‘Wellness’ programme including benefits such as a free onsite gym and mediation classes, along with comprehensive healthcare for employees and their families.”

I have found that a healthy, happy workforce is a productive and passionate one

Creating a fulfilling work environment also goes beyond the workplace with their extensive Corporate Social Responsibility (CSR) offering. CSR is a core pillar of the PayPal ethos and has seen the company champion a variety of worthwhile causes both in Ireland and abroad, tying in with their commitment to diversity and inclusion. It allows teammates to actively support charity initiatives and give back to local communities.They recently held a charity hackathon in Dublin bringing together 30 PayPal employees to create and develop digital resources and systems for Irish charities over a 24-hour period.

Reward and recognition

Motivation is important to Maeve and she is a firm believer in reward and recognition. “I show appreciation for the efforts, talents and determination of those around me,” she says. “That’s what motivates and drives the team. This can come in many forms – it could be a simple ‘thank you’, a nomination for a particular team member for one of our internal rewards or an external industry award, or an opportunity to progress within the company. I also organise regular team nights out and we have a fantastic engagement strategy that helps us to retain our key talent.”

Team players

When it comes to the team she surrounds herself with, Maeve reiterates that, “The positive and productive atmosphere is vital, and every department has a central role within the company and its progress. My team helps to power PayPal’s growth. The people that I work with, along with their hard work and dedication, are critical to the company because we are responsible for driving a lot of business. Specifically, we prospect for new customers by setting merchants up so that they can accept PayPal as a payment option. We help and support them to achieve their objectives, be that increasing online sales or improving customer service processes. We manage the key business accounts that are very important to PayPal.”

I make a concerted effort to lead my team, rather than manage it

As a leader she says that, “My approach is collaborative and inclusive. At PayPal, we like to empower our talented and diverse workforce, who bring a vast array of perspectives and ideas to the table. Creating a culture of respect and innovation is integral to the business and it allows for a better working environment. Something that I believe is very important is involving the people who are affected by a decision in the process of making that decision. At PayPal, we have respect for our teammates and this is reflected in the significant contribution they make to the business. I make a concerted effort to lead my team, rather than manage it.”

The changing world of money

Working in fintech is one of the most exciting and disruptive spheres at the moment, as traditional banking sees many challenges and the way consumers and businesses interact with money is changing completely. Maeve says, “The world of money is changing faster than ever. PayPal was created to help consumers and businesses make the most of online and mobile commerce. The good news is that change creates opportunities, and we work with businesses of all sizes to help them navigate such changes and equip them with the tools that can help them to succeed. Our digital payments platform gives businesses the ability and confidence to connect and transact with PayPal’s 218 million account holders across the world. That’s a huge global market for Irish businesses to engage with and to sell to.”

Delivering results

When it comes to what success means to her though, it all comes back to the people again. “Success is leading a team that are happy about what they do; that’s a team that delivers results,” she says. “Results help PayPal to grow and in turn, we transform the everyday lives of our customers and help other companies reach their goals. From expert insights to practical messaging, we add a great deal of value to businesses.”

We transform the everyday lives of our customers and help other companies reach their goals

Looking forward into next year and beyond, her aspirations for the future of the business are focused on delighting the consumer, and democratising money: “The focus is on pushing forward with products and services that benefit both clients and their customers. I’d like to play a significant role in PayPal’s continued growth and success. We are looking at more and more ways to deliver an improved service to merchants and consumers. They are at the centre of everything we do and as a company, we pride ourselves at being at the heart of the most important innovations in fintech and e-commerce. In particular, the democratisation of money is a major focus of ours. We want to make it easier for people all over the world to manage and move their money, and this needs to be accessible for all.”