Director Engagement Management i Stockholm

Director Engagement Management

Klarna is one of Europe's fastest growing and most exciting financial technologies (FinTech) company valued at over $2.5bn and we’re growing by 40% a year. Here at Klarna we are striving to become the world’s favourite way to buy. It is a bold objective, but we are well on course to achieving it.

 

Klarna is already operating in 18 markets and we plan to keep expanding. We serve 60 million consumers, work with 70 000 merchants and process more than a million transactions a day. We have some pretty heavy-weight investors including Visa, Sequoia Capital, Permira and Anders Povlsen.  

Unicorns are rare - and we are one of them! Unicorns are tech startups valued at over 1$Bn. Moreover, Klarna is listed 8th on CNBC most ‘disruptive companies in the world’ list for 2016, alongside Uber, AirBnB and coming above companies like Snapchat and Spotify - we are really starting to change the global world of payments.

As a Director Process & Engagement Management you will play a central part in Service Center. Your task is to manage an expert team of Process & Engagement Mangers/Specialists. Our mission is to ensure “Service Center Core operational readiness and operational efficiency enable business priorities by continuously remove “growl” and add “oil” into the operational machinery contributing to high service quality, high service efficiency and higher service experience”.

Together with the team you will identify, analyze and facilitate the creation of current and future state Service Center processes, support the development of new systems, tools and channels for Service Center and help the organisation to prepare, adopt and deliver on new products, solutions and towards new geographies.

What you will do

• Lead the Process & Engagement Management motivate the team 
• Prioritise daily work and ensure alignment to Service Center priorities 
• Support product teams with insights and SC knowledge and safeguard that SC and Partner perspective/requirements are taken into consideration
• Support identification and detailing of requirements for technical solution enabling improved quality and efficiency gains 
• Highlight dependencies between processes, projects, product and domains and ensure consequences are understood by appropriate stakeholders
• Assess cost drivers, volume drivers and case frequency in Service Center Core with a holistic perspective to identify improvement opportunities, mitigate deviations and push towards appropriate stakeholder
• Process governance, integration and standardisation - ensure common and consistent way of working throughout Service Center, including documentation of process flows and  business/functional requirements
• Assessing current state processes, and together with your team prioritize, detail and implement new improved ways of working aligned with business plan goals
• Manage small- to medium-sized projects and assist the management of larger projects, including creation of business cases
• Ensure appointed operational risk are managed according instructions from IRC
• Ensure Service Center operational readiness for new products, systems and geographies

You have

• Minimum a bachelor’s degree
• Proven project management skills
• Strong analytical skills including ability to interpret business requirements/needs and translate them into technology and/or operational processes design
• Excellent communication skills, both verbal and written, and the ability to interact professionally with different levels in an organization
• A strong ability to package and present information for different audiences
• Fluently in English

You might also have

• Several years experience with process management and design
• Experience from customer service and/or COPC is a strong merit
• Management Consulting, Lean and/or Six Sigma experience
• Previous leadership experience
• Additional languages

We offer you an international working environment filled with smart and ambitious colleagues. We know that diverse teams are strong teams, and welcome those from all different backgrounds and experiences. Your role will make a difference, and you will be a player in a team that has a strong impact on the business result. As an employee at one of Europe’s fastest growing companies, you will play an important role in taking Klarna to the next level.