Accountable Lead, Workforce Management - Fincrime Operations

Financial Crime Operations sits at the heart of how Klarna protects its customers and the business from fraud, money laundering, and abuse — at scale, in real time, across markets. We're looking for an Accountable Lead for Workforce Management to own how we plan, resource, and run this operation. You'll lead our in-house WFM team and be the single point of accountability for making sure the right people, in the right numbers, with the right skills, are in the right place at the right time — across our own analysts and our vendor partners. This isn't a back-office scheduling position. You'll be accountable for the operational and financial health of Financial Crime Ops: how accurately we forecast volumes, how well we manage our in-house team and govern our vendors, how efficiently we staff the operation, and how much it costs to resolve a case. You'll report on all of it, and you'll be expected to act on what the data tells you.

In-house WFM team leadership — Build, manage, and develop the in-house workforce management team responsible for forecasting, scheduling, real-time management, and reporting. Set the standards and ways of working that the whole function — in-house and vendor — operates against. Forecast accuracy — Build and continuously improve volume and capacity forecasting models across Financial Crime queues. Own forecast accuracy as a hard metric, not a best guess, and course-correct fast when reality diverges from plan. Vendor oversight and governance — Act as the accountable owner of our BPO/vendor relationships for Financial Crime Operations: performance against SLAs and KPIs, quality standards, capacity commitments, and commercial terms. Run the governance cadence (business reviews, escalations, contract-linked performance conversations) that keeps vendors aligned to Klarna's risk and compliance standards. Vendor training and knowledge — Own the training and knowledge frameworks that keep vendor teams current on Financial Crime policy, process, and tooling. Ensure vendor partners are equipped and certified to the same quality bar as in-house teams, and close knowledge gaps before they impact performance. Optimised staffing and operational delivery — Translate forecasts into staffing plans, schedules, and shift structures across in-house and outsourced teams. Balance service levels, compliance requirements, and cost, and make the real-time adjustments needed when volumes spike or shrink. Cost per case — Own cost-per-case as a core efficiency metric across both in-house and vendor delivery. Identify and drive initiatives that reduce it without compromising quality, risk coverage, or customer/regulatory outcomes. Change management and continuous improvement — Own the change management process for shifts in process, policy, tooling, and structure across Financial Crime Ops. Work closely with in-house SMEs and product teams to identify friction, test improvements, and continuously optimise how the operation runs. Workforce reporting and metrics — Build and maintain the reporting suite that gives leadership visibility into forecast accuracy, staffing efficiency, team and vendor performance, and unit economics. Turn data into decisions, not just dashboards.

Proven experience in workforce management within a large-scale operations environment — financial crime, fraud, or regulated financial services operations strongly preferred. Direct people management experience leading in-house WFM teams (forecasting, scheduling, RTM/intraday, reporting). Track record of managing outsourced/BPO relationships, including governance, and accountability for commercial 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 to drive operational improvement. Strong quantitative skills: comfortable owning forecasting