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HR Customer Experience Team Lead - Flutter Group - 6666


HR Customer Experience Team 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

Top trending technologies

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Role overview  

HR at Flutter is currently undergoing an exciting transformation, implementing Workday as the people technology platform across three divisions, and establishing a cross-divisional Global HR Operations team to support Flutter to drive first-class HR delivery and support for Flutter's employees. This includes a new virtual Global Customer Experience Support team to act as the front line for Flutter's people for all things HR.

There is an exciting opportunity for a Team Lead to join this newly formed virtual global team and play a crucial role in creating a culture in the team, establishing ways of working to drive operational excellence in HR delivery and managing a sub-team of HR Customer Experience partners based across the globe that will support Flutter's people in 25+ countries.

This team will be delivering HR support through Workday's support tool, Workday Help, answering a range of “How do I?” questions and queries and supporting transactions for Flutter's people across the employee lifecycle from hire to retire.



  • Lead a team of HR Customer Experience Support Partners who are responsible for managing customer queries end-to-end, processing Workday transactions, and managing mass data uploads.
  • Drive and establish a great team culture, embedding new ways of working within the virtual team.
  • Provide operational support and insight in the development of the HR Service Management framework.
  • Work closely with the other Team Leader to establish plans to ensure support partners are assigned and adequately resourced to specific Workday Help queues, whilst providing flexibility and agility to rotate as required.
  • Build relationships across specialist teams, HR business partners and across the entirety of the global HR Operations team.
  • Ensure any significant issues or risks to the HR service delivery are identified and promptly escalated to senior members of the Global HR Customer Experience team.
  • Support the implementation of new or improved HR procedures, structures, solutions and processes that deliver continuous improvement to the Global HR Customer Experience service solution.
  • Support the standardisation and adoption of HR operational processes to achieve operational excellence across the HR function.
  • Bring forward query escalations and trends from specific markets to the Global HR Customer Experience management team, to identify opportunities to reduce escalations and improve service.
  • Ensure agreed KPIs and metrics are achieved within your team ensuring business requirements are met.
  • Review your team's performance on a regular basis, using real time data to identify key issues and predict future challenges and trends.



Skills and Capabilities  

  • Demonstrated experience taking ownership of HR Customer Experience services and transactional activities in a global organisation.
  • Experience working in global complex federated organisation preferred.
  • Extensive experience working within HR Operations teams with understanding of the day to day operational processes.
  • Exposure to HR case management tool preferred.
  • Previous experience working within an HR enterprise system processing employee lifecycle-related transactions (Workday preferred).
  • Ability to monitor HR KPIs to measure service quality in order to drive continuously improved operational excellence.
  • Strong people management skills to support the day to day running of an HR Customer Experience support team.
  • Ability to manage and influence a range of different stakeholders.
  • Excellent written communication skills.
  • Analytical mindset with ability to identify and solve problems as required.
  • Focused on employee experience and efficient process delivery.


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);
  • Free parking;
  • 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.