Head of Hub Center of Excellence

1 week ago

Belgrade, Central Serbia Arrise Full time

Description

Position at ARRISE


ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. What makes ARRISE different?

  • We're more than a company—we're a community of over 10,000 driven professionals, with offices across Gibraltar, Canada, India, Malta, Romania, Serbia, UAE and beyond.
  • We partner with industry leaders like Pragmatic Play, delivering world-class gaming experiences to players everywhere.
  • We don't just build products—we build opportunities, invest in our people, and foster growth at every level.
  Role Description:
As the Head of Hub Center of Excellence (CoE) at ARRISE, you will be responsible for operationalizing global CoE standards and leading the functional areas of Quality Control (QC), Training, and Workforce Management (WFM) within the hub. In close collaboration with the Site VP of Operations, you will ensure that all CoE initiatives are effectively deployed, adapted to local needs, and consistently aligned with global performance targets and compliance requirements. This is a high-impact leadership role that bridges strategy with execution across mission-critical support functions.   Responsibilities:
  • Lead and manage local CoE teams across Quality, Training, and WFM
  • Translate and implement globally developed frameworks, tools, and methodologies
  • Ensure functional execution meets company-wide KPIs, SLAs, and compliance benchmarks
  • Track and report local performance metrics in alignment with global standards
  • Drive operational excellence and process improvement initiatives across CoE functions
  • Manage local deployment of QA frameworks, onboarding programs, and workforce planning systems
  • Ensure strong collaboration between CoE functions and Line Operations to support production success
  • Promote accountability and performance improvement through regular coaching, data analysis, and feedback loops
  • Coordinate with health and safety officers and ensure compliance with company policies and ISO requirements
  • Represent the hub in audits, calibration sessions, and global knowledge-sharing initiatives
  • Maintain confidentiality of operational data, resources, and internal processes
Candidate Requirements:
  • Minimum of 5–7 years of leadership experience in Quality, Training, or Workforce Management, ideally within iGaming or high-paced service environments
  • Proven ability to lead cross-functional teams and deliver results through matrix structures
  • Strong understanding of global process standards and experience in deploying them locally
  • Bachelor's degree required; Master's degree preferred (e.g., MBA, M.Ed., Operations, Business, or similar)
  • Certifications in Six Sigma, ISO, LMS administration, or WFM tools are a plus
  • High level of analytical ability, operational discipline, and continuous improvement mindset
  • Excellent communication, leadership, and stakeholder management skills
  • Fluent in English and Serbian, both written and verbal
Nice to Have:
  • Experience working in or leading Centers of Excellence
  • Familiarity with workforce optimization, training evaluation methodologies, or ISO-compliant QA systems
  • Proficiency with analytics tools, LMS platforms, or WFM software
What we offer in exchange:
  • Competitive salary. 
  • Additional earnings of 500 euros for each successful job referral to ARRISE.
  • Private health insurance from day one.
  • FitPass membership for sports activities and discounts at popular brands after 3 months.
  • An exceptional studio space in a modern office building in New Belgrade.
  • International work environment.
  • Opportunities for advancement to higher positions in online casino.
  • Special referral campaigns up to €2.000,00 NET referral bonus

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