Head of Workforce Management & Vendor Governance

Deel; Greater London; Sur place; GBP 90 000 - 120 000; Plein temps

Résumé du poste

Klarna is seeking an Accountable Lead for Workforce Management to own forecasting, staffing, and operational execution for Financial Crime Ops in the UK. You will lead the in-house WFM team, govern vendor partners, and ensure the right people with the right skills are in the right place at the right time.

This is a high-impact, data-driven leadership role across in-house and vendor operations. You will own forecasting models, staffing plans, real-time management, and cost-per-case metrics,

Qualifications

• Experience in managing a workforce planning function within a large-scale operations environment (financial crime, fraud, or regulated finance preferred).
• Direct people management of in-house WFM teams (forecasting, scheduling, RTM, reporting).
• Experience governing outsourced/BPO relationships with SLAs/KPIs and commercial terms.

Responsabilités

• Lead the in-house WFM team and oversee forecasting, scheduling, real-time management, and reporting.
• Own forecast accuracy metrics and improve models across Financial Crime queues.
• Manage vendor relationships, governance, SLAs, KPIs, and pricing terms.

Connaissances

Workforce management

Forecasting

Staffing optimization

Vendor governance

Change management

Data analysis

Leadership

Description du poste

Klarna is seeking an Accountable Lead for Workforce Management to own forecasting, staffing, and operational execution for Financial Crime Ops in the UK. You will lead the in-house WFM team, govern vendor partners, and ensure the right people with the right skills are in the right place at the right time.

This is a high-impact, data-driven leadership role across in-house and vendor operations. You will own forecasting models, staffing plans, real-time management, and cost-per-case metrics,