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Service Delivery Lead

Klarna - Sydney, NSW

Manufacturing & Industrial
Source: uWorkin


About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 200,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 3500+ employees from 90 nationalities.

Are you driven by managing and leading teams successfully? Do you want to be a key player to help drive a world-class merchant experience behind the scenes? Perfect - then you should join Klarna’s Merchant Service team! We are currently looking for a new lead/manager for our Merchant Service AUS in Sydney. The successful applicant will take local responsibility to build this team in line with our market growth. Merchant Service is supporting Klarna’s merchants during the entire lifecycle with Klarna, both during the onboarding and throughout the journey of being live with Klarna.

The Merchant Service teams are responsible for several different processes. The team is underwriting, supporting merchants onboarding with Klarna, both in direct contact with the merchants and by configuring their details into our systems. The team also supports already existing Klarna merchants with any question they might have and by administering the merchant base. At the end of the merchant life cycle the team is also responsible for offboarding the merchants. Our aim is to ensure a smoooth merchant journey by offering exceptional service.

In this role, you will lead a small team that could grow to 10-15 specialists and you will also be responsible for the delivery of our outsourced Merchant Service team. You will be a part of the Service Delivery Competence. The beginning of 2021 will bring some big change requirements so please expect big challenges!

What will you do

  • Lead and develop the work carried out within the Merchant Service AUS team.
  • Create strong collaboration with your peer Lead so your team have a great experience.
  • Coach, lead and develop the team members in day to day businesses.
  • Be responsible for service delivery, KPI fulfilment and take the necessary actions on deviations.
  • Work with the team to identify and drive improvements, help resolve difficult cases and drive decisions.
  • Interact with stakeholders across the organisation, including Commercial, service operations and the rest of Klarna.

You'll have

  • A proven track record of successfully leading a team with strong results.
  • A goal-oriented mindset!
  • Knowledge of management principles.
  • Strong commercial acumen.
  • You'll thrive in a fun fast paced environment.
  • Great communication skills, making sure that your stakeholders always know what to expect and when.
  • Strong ability to take on a holistic perspective.
  • Previous leadership experience is a must.