Accountable Lead, Workforce Management - Fincrime Operations

Location: Stockholm, Sweden

Company

Klarna is a global fintech platform providing financial services while operating large-scale fraud, money laundering, and abuse prevention functions.

What you will do

• Lead and develop the in-house workforce management team across forecasting, scheduling, real-time management, and reporting.
• Build and continuously improve volume and capacity forecasting models for Financial Crime Operations queues.
• Own governance of outsourced and BPO partners, including SLAs, KPIs, quality standards, capacity commitments, and commercial performance.
• Design staffing plans, schedules, and shift structures across in-house and vendor teams while balancing service levels, compliance, and cost.
• Own cost-per-case and drive efficiency improvements without compromising quality, risk coverage, or customer and regulatory outcomes.
• Build operational reporting and lead change management across process, policy, tooling, and organizational changes.

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 in-house WFM teams covering 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, and efficiency metrics.
• Experience building reporting and metrics used by leadership for operational decisions, with the ability to own outcomes in ambiguous environments.

Culture & Benefits

• Work on a function that directly protects customers from fraud, money laundering, and abuse.
• Operate at scale across markets on a global fintech platform.
• Benefits may include equity rewards, health and wellness stipends, life insurance, and medical, dental, and vision coverage, depending on location.
• Klarna is committed to equal employment opportunities and a diverse, inclusive workforce.

Hiring process

• Submit a CV in English.