Senior Manager, Membership Operations Support Efficiency

Job Summary

The job holder reports to the Executive Manager, Membership Operations Support and Efficiency (EMMOSE).  This role ensures streamlined service delivery and operational support driving operational efficiency through automating reporting, optimizing workflows and implementing efficiency initiatives across Membership Operations. (S)he is responsible for driving operational excellence through process improvement, change management, data management and operational governance of operational guidelines, SOPs and technical training materials.  

The Job

• Responsible for overseeing Membership Operations Support Efficiency team to drive operational excellence through process improvement, change management, data management and governance of Operational Guidelines, Standard Operating Procedures and technical training.
• Take responsibility for the development and oversight of the Process Management Framework, ensuring Operational Guidelines (OGs) and Standard Operating Procedures (SOPs) align with Club policies, regulatory standards, and Service Philosophy. Own the collaboration with the L&D team to create training materials that reinforce adherence to OGs and SOPs.
• Drive process improvement initiatives to boost efficiency, streamline operations, and enhance service delivery—primarily for Member Catering outlets, with additional oversight of Recreation & Leisure facilities. Provide dedicated support to non-Member Catering outlets, ensuring they have the necessary operational guidelines (OGs), SOPs, and training materials. Lead and collaborate with the MOSE Project Management team to execute Strategic Priorities that deliver measurable value to Operational Business Units. 
• Assume responsibility for designing and implementing a structured data management framework, incorporating HSR system data, RTA & ImBee data, and Member Survey & Verbatim data. Be accountable for delivering actionable insights to Operations, enhancing team member and member engagement, revenue initiatives, and efficiency. Take ownership of identifying and resolving operational bottlenecks through data analysis, recommending and implementing corrective actions.
• Own the initiative to optimize end-to-end workflows by deploying technology solutions that reduce manual tasks and repetitive processes.
• Be responsible for conducting regular process audits to verify compliance with OGs and SOPs while identifying further efficiency opportunities.
• Champion and take ownership of fostering a culture of continuous improvement by equipping teams with training on new processes and tools.
• Assume accountability for establishing a structured documentation process for improvement plans and activities, ensuring accurate and timely management reporting. Take responsibility for assisting Business Units in service research, benchmarking, and consolidating findings when required.
• Responsible for motivating the team, providing guidance & training, fostering a positive & collaborative work environment, and implementing training & development initiatives along with succession planning to address staff-related matters effectively.
• Take ownership of ad-hoc projects or tasks assigned by Executive Manager, Membership Operations Support and Efficiency (EMMOSE), demonstrating adaptability and leadership in dynamic priorities.

About You

• Minimum of fifteen years of Operational Hospitality management experience with a world class services or hospitality organization.
• Extensive Food & Beverage hospitality experience preferred as most of the Business Units are Catering Outlets
• University Degree / Diploma in Business Administration, Business Strategy, Hospitality Management or related field.

Terms of employment

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

Other Details

Only shortlisted candidates will be notified.

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.