# Sari Granados

Sari Granados is a remote worker on Himalayas, Customer Trust & Experience Consultant at Klarna, based in Sweden.

Source: https://himalayas.app/@sarigranados

```text
Customer Trust & Experience Consultant at Klarna resolving complex complaints and identifying recurring customer pain points.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Sweden |
| Authorized to work in | Sweden |
| Salary expectations | 400k+ SEK |
| Job categories | Customer Experience Consultant, Customer Service Manager, Operations Manager, Complaints Manager, Team Lead |
| Skills | Customer Experience, Customer Complaint Management, Customer Service, Banking Operations, Team Leadership, AML, Countering Terrorism Financing, Domestic Payments, International Payments, RTGS, Regulatory Compliance, Corporate Entity Verification, TPO, Power Of Attorney, Quality Assurance |

## About

```text
At Klarna, I investigate and resolve complex complaints for the UK market, balancing fair customer outcomes with internal processes and regulatory requirements. I also provide global support for Premium customers and use complaint insights to identify recurring pain points.

At Suncorp Group, I led teams across banking operations and customer service. In Domestic & Global Payments, I oversaw time-sensitive transactions, high-value payment approvals, reconciliations, and escalated customer cases.

As Team Leader – Specialised Team, I established a team handling AML and CTF compliance. I led a remediation project to verify beneficial ownership across 13,000+ entities and developed frameworks for Third-Party to Operate and Power of Attorney authorities.

I also built a Contact Centre Help Desk and designed an onboarding academy for new hires. I hold a Bachelor of Business (Management/HR) from Griffith University and completed Swedish for Immigrants in March 2026.
```

## Experience

### Customer Trust & Experience Consultant (current)

[Klarna](https://himalayas.app/companies/klarna). Jan 2026 - Present

```text
Investigates and resolves complex customer complaints for Klarna's UK market, managing cases through investigation and resolution while balancing customer experience, internal processes, and regulatory requirements. Provides global support for Premium customers and applies customer insight to improve the customer experience.
```

Skills: Customer-Complaint-Management, Case-Management, Regulatory-Compliance, Customer-Experience, Communication-Skills, Problem-Solving

### Team Leader – Domestic & Global Payments

Suncorp Group. Jan 2016 - Dec 2017

```text
Managed end-to-end processing of time-sensitive domestic and international transactions including RTGS, ensuring accuracy and regulatory compliance. Led a team responsible for processing and investigating multiple payment types, managed cross-border payments, and oversaw high-value payment approvals and reconciliations.
```

Skills: Payment-Processing, RTGS, Cross-Border-Payments, Regulatory-Compliance, Team-Leadership, Reconciliations

### Team Leader – Specialised Team

Suncorp Group. Jan 2015 - Dec 2016

```text
Established and led a newly formed team responsible for Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) compliance across banking operations. Led a company-wide remediation project to verify beneficial ownership across 13,000+ entities and created frameworks for managing Third-Party to Operate and Power of Attorney authorities.
```

Skills: AML, CTF, Compliance, Project-Management, Team-Leadership, Process-Improvement

### Team Leader – Banking Contact Centre Help Desk

Suncorp Group. Jan 2014 - Dec 2015

```text
Built and led the Contact Centre Help Desk to support all contact centre front-line staff across multiple departments during the shift to hybrid and remote work. Delivered real-time support and guidance on technical issues, policy interpretation, and complex customer enquiries, and personally handled third-level complaints.
```

Skills: Contact-Centres, Help-Desk, Quality-Assurance, Workflow-Development, Team-Leadership, Customer-Complaint-Management

### Team Leader – Personal Banking

Suncorp Group. Jan 2012 - Dec 2014

```text
Managed a frontline personal banking team focused on delivering excellent service and meeting sales targets in a high-volume contact centre environment. Coached staff to improve performance, service quality, and customer satisfaction, and handled escalated and complex customer complaints.
```

Skills: Personal-Banking, Sales, Customer-Service, Team-Leadership, Coaching, Complaint-Resolution

### Team Leader – Banking Contact Centre Academy

Suncorp Group. Jan 2013 - Dec 2013

```text
Designed and implemented a new onboarding academy for contact centre new hires to improve early-stage performance. Delivered structured induction, systems, and service training, and provided hands-on coaching to support skill development and confidence.
```

Skills: Onboarding, Training, Coaching, Contact-Centres, Team-Leadership

## Education

### Swedish for Immigrants (SFI)

Swedish for Immigrants (SFI), Swedish Language

```text
Completed the Swedish for Immigrants program in March 2026, developing foundational Swedish language skills.
```

### Griffith University

Bachelor of Business, Business (Management/HR). 2017 - 2025. Grade: Top 5% of Cohort

```text
Completed a Bachelor of Business with a focus on Management and HR, earning an Award for Academic Excellence and ranking in the top 5% of the cohort.
```

## Tech stack

- Oracle

To contact Sari, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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