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Effectiveness and Knowledge Lead - 8100


Effectiveness and Knowledge Lead

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

Flexible Working

(when applicable)

Shares Plan

Careers Progression

Global Mobility

Ongoing Learning

Pension Scheme

Health Insurance

Pizza and Drinks Fridays

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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.


Better Flexibility For You

All our live jobs champion hybrid working, offering a flexible blend of home and office working with full autonomy to decide how many times you travel into the office each quarter.

Looking for a remote role? Let’s chat – we’re open to discussing remote working for all our live jobs.

Inclusive Employer

We are an inclusive employer and we encourage people from all backgrounds. 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.

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This is who we are

Paddy Power Betfair is an international sports betting and gaming operator, with a market-leading presence in the UK and Ireland, as well as a range of operations across Europe including Romania, Portugal and Malta.

We are online-led, mobile-led and sports-led: and our proprietary technology, unique products and innovative marketing all combine to offer a superb experience to our five million customers worldwide.

Our spirit, talent and ambition has taken us into the FTSE 100 index of the London Stock Exchange and we now employ over 7,000 people in sixteen locations across the globe; from Dublin to Los Angeles, and London to Melbourne. Our culture rewards innovation, teamwork and we like to stay fast-moving in a dynamic industry.

On a larger scale

We are part of Flutter Entertainment, a global sports betting, gaming and entertainment provider for over thirteen million customers worldwide.

Established in 2019, Flutter merged with The Stars Group in 2020. As the parent company Flutter Entertainment now has a host of brands that sit under it including Paddy Power and Betfair (PPB), Sky Betting and Gaming, PokerStars, Full Tilt Timeform, oddchecker, Sporting Life, SportsBet, Bet Easy in Australia, FOX Bet, TVG and FanDuel in the US.

Across the globe, Flutter employs over 14,000 people across more than 40 offices and over 600 retail sites. We pride ourselves on being a responsible operator, committed to making a positive contribution to the communities we operate within.

This is your Challenge

  • Delivering product at scale for over 5 million customers, 99,9% of transactions in less than a second
  • Our systems process more than 7 million transactions every day (more than all the European stock exchanges combined)
  • Deliver high transitional products, serving more than 2.5Bn calls a day
  • Diverse and up to date technical landscape to explore, leverage and innovate
  • The products you’ll develop will comply with ambitious uptime targets: less than 50 minutes downtime expected per year
  • Continuous Integration, Deployment and Testing