Workforce Management Lead – Fincrime Operations

Overview

As the Accountable Lead for Workforce Management, you own the plan, resource, and performance of Financial Crime Ops. You lead the in-house WFM function and govern vendor relationships to ensure the right people with the right skills are in the right place, at the right time. You will optimize forecast accuracy, staffing, and operational delivery while balancing risk, cost, and service levels. This role directly protects customers and supports scalable, compliant operations at Klarna.

Pay / Benefits

• equity rewards
• monthly health stipend
• life insurance
• medical coverage
• dental and vision coverage
• support for dependents

Responsibilities

• Lead and develop the in-house WFM team (forecasting, scheduling, RTM/intraday, reporting)
• Set standard ways of working for in-house and vendor teams
• Improve volume and capacity forecasting models and monitor forecast accuracy
• Oversee vendor governance: SLAs/KPIs, quality standards, capacity, and commercial terms
• Own training/knowledge programs for outsourced teams to meet quality standards
• Translate forecasts into staffing plans and real-time adjustments
• Manage cost-per-case as a core metric and drive efficiency initiatives
• Lead change management across processes, policies, tooling, and structure
• Build/maintain reporting suite to provide leadership with actionable insights

Key requirements

• Proven WFM experience in large-scale operations, preferably in financial crime, fraud, or regulated financial services
• Direct people management of in-house WFM teams
• Experience with outsourced/BPO governance and SLA/KPI accountability
• Experience designing or overseeing training for outsourced teams
• Proven change management experience with SME/product collaboration
• Strong quantitative skills in forecasting, capacity planning, and cost metrics
• Experience building leadership-focused reporting and decision-ready metrics
• Comfort with ambiguity and end-to-end accountability

• Stakeholder management
• Data-driven decision making
• Strong communication and collaboration
• Forecasting models and capacity planning
• Real-time management (RTM/intraday)
• Leadership reporting and KPI dashboards

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