Senior Manager, Business Process Improvement (Racecourse Management)

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division - Membership & Customer Excellence (MCE)

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job

• Develop and lead the process improvement framework and methodology to drive the improvement programmes through data analysis and performance studies, and to assist or drive the forming of service improvement initiatives.  Manage improvement change initiatives and projects or any service quality review programmes; this could also include any efficiency and productivity study related to service delivery and the customer experience at the Racecourses. 
• Establish a systematic documentation process of all improvement plans and activities as well as providing timely and accurate management reports. Where necessary; extend support to Business Units to perform service research and benchmarking activities and collate findings.
• Act as the primary quality control resource for servicing touchpoints in terms of issue or non-conformance identification, leading gap analyses, proposing resolutions and where necessary, identifying continuous improvement measures.
• Lead and support service improvement initiatives by initiating or participating in development projects or any service quality review programmes; this could also include any efficiency and productivity study related to service delivery and the customer experience.
• Responsible for Racecourses’ internal audit process to ensure standard operating procedures and service level agreements (SLAs).  Define Racecourse experience guidelines and workflow to perform change impact analysis on improvement initiatives and set up risks control objectives to minimize potential negative impacts on Racecourses’ operations.
• Support the operational planning process for all racecourses and collaborate with cross functional teams to plan and align business goals for optimal branding, excellent customer experience, program prioritization and issues management.
• Drive the multi-business and operation improvement process to ensure quality, accuracy and effectiveness.  Lead and support other projects for Racecourse Management to ensure delivery and completion in accordance in agreed scope, schedule, cost, quality and sustainability requirements, as well as all satisfactory level to all business owners/ key stakeholders.
• Supervise and develop a team to ensure a competent workforce capable of providing efficient service to meet business unit requirements; Ensure effective and efficient deployment of resources by planning, motivating and monitoring staff performances, working with HR and ensuring the relevant training and staff development activities are planned and carried out for multiple-skills base.
• Undertake other projects or assignments as directed by the Director of Racecourse Management.

About You

• Bachelor degree in Business Management, Quality Assurance or related discipline
• A minimum of 10 years’ in management experience with proven record of business and process improvement projects
• Strong analytical skill, business acumen with good knowledge of best practices in terms of business process and customer experience
• Ability to comprehend the interactions between technology, business process and people, and the integration of business requirements into operations
• Excellent execution and communication skills by managing multiple stakeholders
• Solid experience in project management implementation
• Business model and operation process review and development
• Solid experience in business planning, budgeting and business analysis
• Significant experience working in complex, cross-functional projects with multiple stakeholders
• Effective presentation skills
• Ability to engage stakeholders with strong verbal and written communication skills

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.