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