Head of Hub Center of Excellence

Head of Hub Center of Excellence (CoE)

Introduction A leading global B2B solution provider is looking for an experienced and strategic leader to serve as the Head of Hub Center of Excellence (CoE) for their gaming studios in Belgrade Serbia. In this senior leadership role you will oversee high-impact local teams across Quality Control Training and Workforce Management (WFM). You will be responsible for implementing global frameworks while tailoring them to local operational needs driving performance excellence and fostering a culture of continuous improvement across the hub.

Responsibilities

• Strategic Leadership: Lead and manage local CoE teams (QA Training WFM) to ensure alignment with company KPIs SLAs and global compliance standards.
• Framework Implementation: Deploy global methodologies and tools at the hub level ensuring they are localized effectively for the Belgrade operations.
• Operational Excellence: Drive continuous process improvements and oversee the local rollout of onboarding programs QA systems and workforce planning tools.
• Collaboration & Advocacy: Represent the hub in global calibration sessions and audits. Foster strong partnerships between CoE functions and Line Operations to optimize service delivery.
• Compliance & Governance: Ensure strict adherence to company policies ISO requirements and health and safety regulations.
• Reporting & Analytics: Monitor local performance metrics and report results against global benchmarks to identify areas for growth.
• Talent Development: Promote accountability and professional growth through proactive coaching and performance feedback.

Requirements

• Experience: 57 years of leadership experience in Quality Training or WFM preferably within the iGaming or high-speed service industries.
• Education: Bachelors degree is required; a Masters degree (MBA . or similar) is highly preferred.
• Languages: Professional fluency in English and Serbian (both spoken and written).
• Skills: Proven ability to lead cross-functional teams in a matrix organization with strong analytical and stakeholder management skills.
• Knowledge: Familiarity with workforce optimization LMS platforms and ISO-compliant QA systems.
• Certifications: Six Sigma ISO or specialized WFM/LMS certifications are a significant advantage.

What is Offered

• Location: Modern office environment in Belgrade Serbia.
• Remuneration: Excellent package based on senior-level experience and performance.
• Bonuses: Rewarding performance-based bonuses and referral incentives.
• Health & Wellness: Comprehensive private health insurance and a free gym membership.
• Professional Development: Access to paid training guidance and high-end tools to reach your full potential.
• Culture: Join a dynamic international team with a positive friendly and progressive atmosphere.
• Immediate Start: The opportunity to step into this high-impact role right away.

Are you a strategic leader ready to drive excellence in a global tech environment If you have a passion for operational discipline and team development apply today to lead the Hub Center of Excellence in Belgrade!