Manager, People Development (Retail - Training & Staff Engagement)

The Department

With over 80 off-course betting branches and 2 racecourses, Retail and Telebet Services Department is committed to provide quality and efficient service to our customers throughout Hong Kong.

The job holder plays a key role in coordinating and managing various learning and development programmes across divisions and China entities. He/she collaborates closely with HR, line managers and staff in China entities to implement the learning and development initiatives according to the Training Management and Learning China Plan. Working closely with HR, divisional managers and new hires, the job holder is the programme manager for the administration and delivery of the Executive and Assistant Executive (A and AE) induction series including the induction workshops, domain knowledge training, race-day tours and Club Management Practice workshops. Additionally, he/she supports in formulating, revamping and implementing divisional training programmes and projects. Besides, the job holder also manages the AE Leadership Programme (AELP) and supports the Leadership Excellence (LE) Programme for executives in the Club.

The Job

You will:

Design and implement training programs for frontline staff that are closely aligned with customer experience goals, enabling teams to drive long-term service excellence.
Support different Senior Managers, Retail to monitor how the frontline team is delivering the desired customer experience via different tools (customer survey, customer feedback, data from AI tools).
Deliver various culture-building activities to support overall business objectives for Retail Department.
Understand from various stakeholders the training needs of frontline Retail staff.
Deliver various staff motivation programmes under cultural transformation initiatives to uplift the team morale like staff recognition, best practice sharing, staff competition and annual performance awards.
Undertake any other projects related to retail customer experience design as well as the associated frontline staff training in Retail Department.
Be responsible for development and ongoing management of the Retail Competency Framework. Collaborates with HR to support successor program of critical frontline positions.
Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business.
Achieve project-based tasks and undertakes other duties as assigned by Line Manager.

About You

You should have

Bachelor degree preferably in Business Management, HR Management or related discipline;
10-15 years of solid learning and development experience with large corporations, hands-on experience in training and development and employee engagement, preferably gained from retail/ service oriented business;
Experience in customer experience development/ execution in racecourse a big plus;
Strong team-work spirit and be mature, attentive, proactive, and independent, with the ability to drive change;
Strong organisation and leadership skills;
Excellent interpersonal and communication skills with proficiency in both written and spoken English;
Proficiency in MS Office applications such as MS Word, Excel, PowerPoint, etc.;
Ability to handle multiple projects simultaneously under tight deadlines.

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

How to Apply

Please submit your resume with expected salary by clicking the Apply Now button.

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.

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