Head of Hub Centre of Excellence (CoE)

Position: Head of Hub Centre of Excellence (CoE)
Location: Belgrade, Serbia
Employment Type: Full-time
Remuneration: Base salary + bonuses

We are seeking an experienced and strategic Head of Hub Center of Excellence (CoE) to lead our CoE operations in Belgrade. This role is key to ensuring consistent delivery of excellence across Quality Control, Training, and Workforce Management (WFM) functions. You will be responsible for driving global initiatives, implementing best practices, and fostering collaboration across local and global teams to achieve exceptional performance and compliance standards.

Key Responsibilities

• Lead and oversee CoE teams across Quality Control, Training, and Workforce Management, ensuring operational excellence.

• Implement global frameworks, tools, and methodologies, tailoring them to local business needs.

• Ensure alignment of CoE performance with KPIs, SLAs, and compliance standards.

• Monitor, analyze, and report on local performance metrics in line with global benchmarks.

• Drive process optimization and continuous improvement across all CoE functions.

• Oversee implementation of QA systems, onboarding programs, and workforce planning tools.

• Collaborate closely with Line Operations and Global Teams to support service delivery excellence.

• Foster a culture of accountability, development, and high performance through coaching and feedback.

• Ensure full compliance with company policies, health and safety standards, and ISO requirements.

• Represent the hub in audits, calibration sessions, and global best practice sharing initiatives.

• Protect the confidentiality of all sensitive operational data and systems.

Requirements

• Minimum 57 years of leadership experience in Quality, Training, or Workforce Management preferably within the iGaming or fast-paced service industries.

• Proven success in leading cross-functional teams within matrix organizations.

• Strong ability to translate global strategies into effective local execution.

• Bachelors degree required; Masters degree (MBA, M.Ed., or related) preferred.

• Certifications such as Six Sigma, ISO, LMS administration, or WFM tools are an advantage.

• Excellent analytical, organizational, and operational management skills.

• Strong leadership, communication, and stakeholder management abilities.

• Fluency in English and Serbian, both written and spoken.

• Experience with workforce optimization, training evaluation, or ISO-compliant QA systems is highly desirable.

• Familiarity with LMS platforms, analytics tools, or WFM software is a plus.

What We Offer

• Attractive remuneration package based on experience, performance, and skillset.

• Opportunity to be part of a dynamic international organization with a collaborative and supportive culture.

• Access to career development programs, training, and growth opportunities.

• Private health insurance and free gym membership.

• Performance and referral bonuses.

• Paid training and continuous learning support.