Head of Hub Center of Excellence (CoE)

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 WFMTranslate and implement globally developed frameworks, tools, and methodologiesEnsure functional execution meets company-wide KPIs, SLAs, and compliance benchmarksTrack and report local performance metrics in alignment with global standardsDrive operational excellence and process improvement initiatives across CoE functionsManage local deployment of QA frameworks, onboarding programs, and workforce planning systemsEnsure strong collaboration between CoE functions and Line Operations to support production successPromote accountability and performance improvement through regular coaching, data analysis, and feedback loopsCoordinate with health and safety officers and ensure compliance with company policies and ISO requirementsRepresent the hub in audits, calibration sessions, and global knowledge-sharing initiativesMaintain confidentiality of operational data, resources, and internal processesCandidate Requirements:Minimum of 5–7 years of leadership experience in Quality, Training, or Workforce Management, ideally within iGaming or high-paced service environmentsProven ability to lead cross-functional teams and deliver results through matrix structuresStrong understanding of global process standards and experience in deploying them locallyBachelor’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 plusHigh level of analytical ability, operational discipline, and continuous improvement mindsetExcellent communication, leadership, and stakeholder management skillsFluent in English and Serbian, both written and verbalNice to Have:Experience working in or leading Centers of ExcellenceFamiliarity with workforce optimization, training evaluation methodologies, or ISO-compliant QA systemsProficiency with analytics tools, LMS platforms, or WFM softwareWhat we offer in exchange:Competitive salary.Additional earnings of €500,00 NET for each successful job referral to ARRISE.Special referral campaign of a €2.000,00 NET referral bonus for Turkish speakers.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.Grow with ARRISE | Learning Hub – personalized learning, gamified growth, and endless career development at your fingertips