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Effectiveness and Knowledge Lead - 8100


Effectiveness and Knowledge Lead

  • Primary Location:
    Cluj - Napoca, Leeds
  • Contract Type:
  • Employment Basis:

Flexible benefits of your choice

Learning and development opportunities

25 days annual leave

Customized wellbeing programs

Extended health and travel insurances

Top trending technologies

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Flutter is currently undergoing an exciting HR transformation, establishing a cross-divisional Global HR Operations function underpinned by Workday as the global people technology platform. This People Centre of Excellence will deliver agile, scalable HR services and a high quality experience to Flutter's brands and divisions. This includes a new People Services team who will be the face of HR Operations.
There is an exciting opportunity for a Knowledge and Effectiveness Lead to join this team and play a crucial role within People Services. You role will focus on driving operational efficiency across the HR Operations function and identifying opportunities to create an outstanding customer experience through building and managing the Knowledge and Effectiveness capability, holding responsibility for managing the KPI and SLA framework across HR Operations and overseeing the management and ongoing maintenance of HR knowledge content. You will play an important role building and executing a coherent HR Operations strategy consistent with our long term vision. 
  • Lead and champion HR operations continuous improvement, optimisation and opportunities for growth.
  • Leverage data insights, identifying areas for improvement within HR Operations.
  • Support the People Services Leader to monitor and evaluate HR Service Delivery including agreeing realistic SLAs and KPIs.
  • Own and implement the HR Operations continuous improvement roadmap to support the people service team to be at optimum effectiveness.
  • Actively seek to add strategic input through innovative suggestions to design, develop and implement new and improved HR processes; achieving increased productivity and exceptional service offerings to managers and employees.
  • Own improvements around self service including areas where customers may not be supported in the way intended, e.g. knowledge article improvements.
  • Accountable for the build of a catalogue of all knowledge articles, SOPs and ensure the management and updating of these.
  • Partner with wider HR Operations (e.g. Specialist teams) to oversee ongoing process optimisation and streamlining; identifying continuous improvement/automation opportunities to drive optimum efficiencies.
  • Analyse HR process related metrics and data to identify process pain points.

 The ideal candidate: 

  • Extensive experience working within HR Operations teams and leading the day to day operational rhythm. 
  • Extensive experience of successfully developing, implementing, and embedding HR processes across the entire HR lifecycle, as well as identifying further opportunities as part of BAU.
  • Strong business, financial and analytical acumen including the ability to leverage and interpret KPIs to extract meaningful insights for informing improved operational efficiencies within the team.
  • Experience of leveraging HR KPIs to measure service quality in order to drive continuously improved operational excellence.
  • Proven record of successfully collaborating with a wide range of internal stakeholders across different HR functional areas.
  • Strong project management skills, including planning, execution, and implementation to support the day to day running of the HR operations team.
  • Focused on employee experience with knowledge of best practices related to efficient process delivery.
  • ​Experience working in global complex federated organisations.

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We are the largest technology and shared services hub of Flutter Entertainment Plc, an FTSE 100 company, with over 1,000 people powering the world’s leading brands in sports betting, gaming and entertainment.

Over 18 million customers worldwide enjoy the exciting, immersive and safe experiences delivered by our teams in Cluj-Napoca operating a unique portfolio of diverse proprietary brands such as Betfair, PokerStars, Paddy Power, FanDuel or SportsBet.


We’re home to the talented and the brave. If you’re tired of business as usual and want to create something new, you’ll love it here.

Just like our brands are leaders at global scale, that is the standard we hold up to when it comes to the opportunities we offer to our people, ensuring they have everything they need to succeed.

At Betfair Romania Development, one thing is for sure: you will experience different. Quick-thinking, adaptable and disruptive, we believe the future is what you make it.