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About the Role
Financial Crime Operations is seeking an Accountable Lead for Workforce Management to oversee planning, resourcing, and operational execution. This role involves leading the in-house WFM team and ensuring optimal staffing, forecasting accuracy, vendor management, and cost efficiency for the Financial Crime Ops function.
Responsibilities
- Lead the in-house WFM team, responsible for forecasting, scheduling, real-time management, and reporting.
- Set standards and ways of working for both in-house and vendor teams.
- Build and improve volume and capacity forecasting models, owning forecast accuracy.
- Act as the accountable owner for BPO/vendor relationships, managing performance, SLAs, KPIs, and commercial terms.
- Run governance cadences with vendors to ensure alignment with Klarna's standards.
- Own training and knowledge frameworks for vendor teams.
- Translate forecasts into staffing plans, schedules, and shift structures.
- Balance service levels, compliance requirements, and cost, making real-time adjustments.
- Own cost-per-case as a core efficiency metric and drive initiatives to reduce it.
- Own the change management process for operational shifts.
- Build and maintain reporting for leadership visibility into operational metrics.
- Turn data into actionable decisions.
Requirements
- Proven experience in workforce management within a large-scale operations environment, preferably in financial crime, fraud, or regulated financial services.
- Direct people management experience leading in-house WFM teams.
- Track record of managing outsourced/BPO relationships, including governance and accountability for commercial terms and SLAs/KPIs.
- Experience designing or overseeing training and knowledge programs for outsourced teams.
- Experience running change management initiatives and partnering with SMEs and product teams.
- Strong quantitative skills, including experience with forecasting models, capacity planning, and cost/efficiency metrics.
- Experience building reporting and metrics for leadership decision-making.
- Comfort with ambiguity and full end-to-end accountability.
Skills
- Workforce Management
- Forecasting
- Scheduling
- Real-time Management
- Reporting
- Vendor Management
- Governance
- Capacity Planning
- Cost Management
- Change Management
- Data Analysis
Location
- Global
Work Type
- Full-time
Experience Level
- Senior
Salary/Compensations
- Base pay is part of a total compensation package, which may also include equity rewards, monthly stipends for health and wellness, and benefits such as life insurance, medical, dental, and vision coverage for you and your dependents.
Benefits
- Equity rewards
- Monthly stipends for health and wellness
- Life insurance
- Medical coverage
- Dental coverage
- Vision coverage
About the Company
- Klarna is a global fintech company.
- Klarna protects its customers and the business from fraud, money laundering, and abuse at scale, in real time, across markets.
Equal Opportunity
- Klarna is proud to be an equal opportunity employer.
- We are committed to building a diverse workforce that reflects our global customer base and to fostering a culture where everyone belongs.
- We provide equal employment opportunities to all individuals regardless of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, pregnancy, parental status, or any other characteristic protected by applicable law.
- We encourage applications from individuals of all backgrounds and identities.
- We consider qualified applicants with criminal history for employment in accordance with state and local laws and “fair chance” ordinances.
- If you require reasonable accommodation for any part of the application or hiring process, please contact talent.acquisition@klarna.com.