Workforce Management Lead (Fintech)

Location: London, United Kingdom

Salary: £105,197 per year

Company

Klarna is a global fintech platform operating large-scale financial crime operations to protect customers and the business from fraud, money laundering, and abuse.

What you will do

• Lead and develop the in-house workforce management team covering forecasting, scheduling, real-time management, and reporting.
• Build and continuously improve volume and capacity forecasting models across financial crime queues.
• Govern BPO and vendor relationships, including SLAs, KPIs, quality standards, capacity commitments, and commercial performance.
• Own vendor training and knowledge frameworks to maintain consistent financial crime policy, process, and tooling standards.
• Translate forecasts into staffing plans, schedules, and shift structures across in-house and outsourced teams.
• Drive cost-per-case improvements, change management, operational reporting, and continuous improvement initiatives.

Requirements

• Experience in workforce management within a large-scale operations environment; financial crime, fraud, or regulated financial services experience is strongly preferred.
• Direct people management experience leading workforce management teams across forecasting, scheduling, intraday management, and reporting.
• Experience managing outsourced or BPO relationships, including governance and accountability for commercial terms and SLAs/KPIs.
• Experience designing or overseeing training and knowledge programs for outsourced teams.
• Strong quantitative skills covering forecasting models, capacity planning, cost metrics, and operational efficiency.
• Experience building reporting and metrics used by leadership for decision-making, along with change management and continuous improvement experience.

Culture & Benefits

• Work on a function that directly protects customers and the business from financial crime.
• Operate at scale within a global fintech environment.
• Compensation includes base pay and may include equity rewards, health and wellness stipends, and life, medical, dental, and vision coverage.
• Equal employment opportunities and reasonable accommodation support are provided.

Hiring process

• Submit a CV in English.