Head of Hub Center of Excellence (CoE)

About the position

David Kennedy Recruitment is working with a leading B2B solution provider who are looking to recruit a Head of Hub Center of Excellence (CoE) for their Gaming studios in Belgrade, Serbia. Position: Head of Hub Center of Excellence (CoE) Location: Belgrade, Serbia Employment type: Full-time Remuneration: Base salary + bonuses. DUTIES AND RESPONSIBILITIES: Lead and manage local Center of Excellence (CoE) teams across Quality Control, Training, and Workforce Management (WFM) Implement global frameworks, methodologies, and tools at hub level while adapting them to local needs Ensure performance across CoE functions aligns with company KPIs, SLAs, and compliance standards Monitor and report local metrics in accordance with global benchmarks Drive process improvements and operational excellence across all CoE functions Oversee the local implementation of QA systems, onboarding programs, and workforce planning tools Foster strong collaboration between CoE functions and Line Operations to support service delivery Promote a culture of accountability and continuous improvement through coaching and performance feedback Ensure compliance with company policies, health and safety regulations, and ISO requirements Represent the hub in audits, global calibration sessions, and knowledge-sharing activities Maintain confidentiality of sensitive data, processes, and operational systems. REQUIREMENTS: Minimum 5–7 years of leadership experience in Quality, Training, or WFM, ideally in iGaming or fast-paced service industries Proven ability to lead cross-functional teams and operate within matrix organizations Strong understanding of global standards and experience localizing them effectively Bachelor’s degree required; Master’s degree preferred (e.g., MBA, M.Ed., Operations, Business) Certifications in Six Sigma, ISO, LMS administration, or WFM tools are an advantage Excellent analytical skills, operational discipline, and a mindset focused on continuous improvement Strong leadership, communication, and stakeholder management skills Fluency in English and Serbian, both spoken and written Experience with workforce optimization, training evaluation, or ISO-compliant QA systems is a plus Familiarity with analytics tools, LMS platforms, or WFM software is beneficial. BENEFITS: Excellent remuneration package based on experience, skills, and performance Be part of a dynamic international team with a positive and friendly atmosphere Guidance and tools to reach career potential Paid training Performance bonuses Private health insurance Free gym membership Referral bonuses

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