Head of Control Room Operations

Live casino

ARRISE powering Pragmatic Play, a top-tier provider of player-beloved content in the iGaming realm. We’re not just a company; we’re a dynamic force in software development and services, crafting end-to-end digital solutions. With our headquarters nestled in Gibraltar and a global presence spanning Malta, Romania, India, Canada, and Bulgaria, we boast a vibrant team of over 5,000 skilled individuals. Together, we form a cross-functional powerhouse fuelled by decades of experience across diverse industries and professions. Our shared drive propels us to deliver excellence every day.  
Now, let’s dive into the exciting role within the ARRISE group powering Pragmatic Play:  

: As the Head of Control Room Operations in Serbia, your mission is crystal clear – lead, organize, and supervise the Control Room Operations team to ensure seamless coordination and unwavering adherence to our company standards.  

Key Responsibilities:
  • Lead the charge in building and maintaining strong relationships with internal and external stakeholders.
  • Actively contribute to the growth and enforcement of our company standards.
  • Foster collaboration between different departments for cross-functional operational efficiency. Encourage open communication and information sharing among teams. Proactively address interdepartmental challenges to ensure smooth operations.
  • Captain the ship by supervising and coordinating the Control Room Operations team.
  • Ensure not just compliance but continuous improvement aligned with our company standards.
  • Develop and implement key performance indicators (KPIs) to measure operational performance of the coordinated team. Regularly assess and analyze performance metrics, results, to identify areas for improvement.
  • Dive into data, weave insights into compelling reports, and keep our activity tracker sailing smoothly.
  • Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, and service level performance.
  • Develop comprehensive reports summarizing key findings and analysis results. Present reports to stakeholders in a clear and understandable manner. Ensure accuracy and consistency in reporting processes.
  • Innovate and implement efficient processes, define key performance indicators, and regularly report to our esteemed senior management.
  • Design and implement efficient processes for data collection and analysis.
  • Monitor and optimize existing processes to improve efficiency and accuracy.
  • Collaborate with teams to streamline workflows and enhance overall process effectiveness.
Training, Development, and Performance Evaluation:  
  • Be the motivational force, coaching and aiding the growth of Control Room Operators, Shift Managers, and Floor Supervisors.
  • Craft procedures, workflows, and key performance indicators that elevate team performance.
  • Supervise, plan, organize, direct, and evaluate the work of the coordinated team. Coach/train/mentor and monitor team activities for execution of the vision, strategy, and goals of the company.
  • Oversee monthly evaluations and deliver consolidated bonus reports to our HR team.
  • Implement quality control measures to validate the accuracy of data and reports of the coordinated team. Conduct regular audits to ensure adherence to established processes. Address and resolve discrepancies in a timely manner.
  • Operational Efficiency and Proactive Management:
  • Be the vigilant guardian, conducting regular inspections to ensure our team and equipment operate at peak efficiency.
  • Proactively tackle challenges and foster a culture of continuous improvement.
  • Evaluate current operational processes to identify inefficiencies. Implement strategies to streamline workflows and reduce operational costs.
  • Integrate technology solutions to enhance efficiency and productivity.
  • Identify potential operational risks and develop risk mitigation strategies. Implement proactive measures to minimize the impact of operational disruptions. Continuously assess and update risk management protocols.
  • Illuminate the executive path, providing visibility on operational performance and incidents.
  • Uphold the fort, ensuring unwavering adherence to our company standards, legislative measures, and health and safety protocols.
  • Stay updated on industry best practices and integrate them into existing processes.
Continuous Improvement and Player Experience Enhancement:  
  • Be the maestro, proposing melodious measures for enhancing the player’s experience.
  • Actively engage in initiatives to elevate our company’s development and hit those set targets.
  • Avert accidents and professional ailments through your effective task mastery.
  • As the Head of Control Room Operations, your leadership is not just crucial; it’s the beating heart fostering a culture of excellence, innovation, and unswerving adherence to standards. You’re not just leading; you’re sculpting the success and growth of our company in Serbia. Join us on this exhilarating journey
Required Qualifications and Skills:  
  • A bachelor’s degree in business administration, Operations Management, or a related field. A Master’s degree is preferred.
  • Excellent communication skills, both verbal and written, in English. Knowledge of Serbian or other languages is a plus.
  • Relevant certifications in project management, operations, or leadership (e.g., PMP, Six Sigma, etc.) are advantageous.
  • Extensive experience in operations management, including significant exposure to a leadership role.
  • Proven track record in control room operations or a similar environment.
  • Experience in the iGaming industry or related fields is highly desirable.
  • Strong understanding of operational control systems and software.
  • Proficient in data analysis tools and reporting software.
  • Familiarity with industry-specific regulations and compliance standards.
  • Exceptional leadership and people management skills.
  • Ability to inspire and motivate teams towards achieving operational excellence.
  • Proven ability to manage cross-functional teams and multi-disciplinary projects.
  • Communication and Interpersonal Skills:
  • Strong negotiation and stakeholder management abilities.
  • Ability to foster a collaborative and inclusive work environment.
  • Strategic Thinking and Problem-Solving:
  • Exceptional problem-solving abilities and adeptness in handling complex operational challenges.
  • Capacity for innovative thinking and continuous improvement.


Join Us: As Head of Control Operations, you’ll be pivotal in shaping our culture of excellence and innovation. Lead the charge in enhancing our company’s performance in Serbia and globally. Embark on this exciting journey with us!  

#LI-KK2 #LI-Onsite 

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