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HR Core Services Lead - Flutter Group - 6663


HR Core Services Lead - Flutter Group

  • Primary Location:
    Cluj - Napoca
  • 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

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Role overview:

The HR Core Services Lead will oversee the delivery of the HR Customer Experience (CX) solution, as a global operational service, supporting brands across UK&I, International and Group with employee queries and transactions. With the support of two Global HR CX managers, the Core Services Lead will oversee the Global HR CX Hub in Cluj, Romania, the On-site CX team located across key markets, as well as the CX team supporting our large Retail population in the UK and Ireland. This role will be accountable for ensuring the various Global HR CX teams are aligned both strategically and operationally to deliver a positive and consistent employee experience across the organisation.


  • Partner closely with HR Leadership and other key stakeholders to establish and ensure the Global HR CX strategy aligns with both the HR and wider business strategy.
  • Accountable for the delivery and performance of the entire Global HR CX service solution, responsible for ensuring on-time execution and making sure the respective Global HR CX teams are aligned collectively to deliver one consistent quality employee experience and service.
  • Oversee and embed the HR Service Management framework, including Key Performance Indicators (KPIs), Service Level agreements (SLAs), and operating processes for the HR Global HR CX team.
  • Ensure any significant issues or risks to the HR service delivery are identified and promptly resolved.
  • Develop, implement, and continually review HR procedures, structures, solutions and processes that deliver continuous improvement to improve the Global HR CX service and delivery.
  • Lead and drive the standardisation and adoption of HR operational processes to achieve operational excellence across the HR function.
  • Collaborate with the HR Effectiveness team to ensure the delivery, performance and optimisation of Core Services/Global HR CX resources.
  • Collaborate with key HR stakeholders to ensure all end-to-end processes are fit for purpose and in alignment with key HR initiatives.
  • Engage market/global HR leaders on a regular basis to discuss service, understand business requirements, work collaboratively on a number of people projects, etc.
  • Provide leadership and a clear sense of direction and purpose that cascades to the Global HR CX team, and supports them to deliver high quality services.
  • Optimise resources within the team and leverage capabilities to ensure the right skills matrix.

Skills and Experience:

  • Proven background leading and managing a global and large CX HR team to provide support across multiple countries.
  • Experience working in global complex federated organisations preferred.
  • Extensive experience working within HR Operations teams and leading day-to-day operational processes.
  • Demonstrated experience successfully developing, implementing, and embedding HR processes across the entire employee lifecycle, as well as identifying further opportunities as part of BAU.
  • Extensive experience establishing and leveraging HR KPIs to measure service quality 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.
  • Knowledge of best practices related to efficient process delivery and broader employee experience.

What you can expect:

  • 25 days of annual leave;
  • Sharesave scheme;
  • „Flexible Benefits” of your choice;
  • Private health insurance (includes dental insurance and health assessments);
  • Customized wellbeing programs;
  • Thousands of courses online through ‘Udemy'.

Ways of working:

Flexible working is our way of working! We're a diverse workforce and therefore a 'one size fits all' approach isn't necessarily best. Whatever your personal needs may be, let's have a chat and see how we can accommodate them.

We thank all applicants for their interest, however only the suitable candidates will be contacted for an interview.

By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective role within the company.

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Cluj - Napoca
Blvd. 21 Decembrie 1989, no. 77, The Office building, Betfair Romania Development, Entrance A, 4th Floor, Cluj, Romania, 400124


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.