Assistant / Manager, Business Incident 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

The Sports Business Division is responsible for the entire sports business portfolio and drives end-to-end commercial growth across horse racing, football, lottery, and emerging sporting opportunities. It focuses on strategic marketing to attract and retain diverse customer segments, leads the Racecourse Masterplan development, spearheads new ventures with global growth potential, and manages the sports wagering portfolio to drive revenue and profitability.

Job Summary

The job holder is responsible for independently managing betting and related incidents on a 7x24 rostering basis. The job holder focuses on incident management which involves acting as a primary contact for incident communications; updating and improving incident management processes; coordinating with stakeholders; assessing incident severity; collaborating across departments; preparing reports; tracking incident resolution progress; managing race day incidents; providing training support; ensuring compliance with gambling policies and legal requirements; and performing additional duties as assigned by a line manager.

The Job

• Support Incident Management
  • Act as a key point of contact for incident-related communication, dissemination, and reporting. Collaborate with the Manager and Senior Manager to ensure timely and effective mitigation of customer impacts during the incident management cycle.
  • Support the regular update as well as handling updates from new business initiatives for incident management processes, incident classification, process handling handbook, and effective communication with stakeholders. Collaborate with the Manager and Senior Manager to ensure that incident management procedures and guidelines are up to date and well-communicated.
• Stakeholder Coordination
  • Assist in maintaining effective communication and coordination with stakeholders involved in the incident management process. Facilitate the exchange of updates, evaluate incident impact, coordinate workaround solutions, identify root causes, and contribute to incident resolution activities.
• Incident Severity Assessment
  • Assist in defining the severity level of incidents and adhere to established incident management processes for incident reporting, communication, dissemination, and escalation. Collaborate with the Manager and Senior Manager to ensure incidents are appropriately addressed based on their severity.
• Cross-Functional Collaboration
  • Work closely with departments such as PA, IT, affected business units, and related teams to mitigate customer dissatisfaction and address frontline perspective concerns during incident resolution. Support efforts to coordinate and align actions across teams to achieve effective incident resolution.
• Reporting
  • Assist in the preparation and dissemination of incident or situation reports. Attend post-incident review meetings to provide valuable business and operational suggestions, contributing to continuous improvement efforts in incident management.
• Incident Resolution Progress Tracking
  • Support the tracking of incident resolution progress to ensure that incidents are promptly and effectively managed. Collaborate with the Manager and Senior Manager to monitor the team's activities and ensure the timely completion of the incident management cycle.
• Race Day Incident Management
  • Assist in the implementation of race day incident management processes and support communication with race day officials on incident-related matters. Contribute to the smooth execution of incident management activities during race events.
• Training Support
  • Assist the Senior Manager in conducting training for the BIM team to enhance their skills and knowledge in handling incidents and executing responsive actions.
• Compliance with Policies, Standards and Guidelines
  • Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business.
  • Undertake other duties as assigned by Line Manager, including system development initiatives, incident management process review and standardization.
• Other Duties
  • Undertakes other duties as assigned by Line Manager

About You

• A university degree with a minimum of 7 years' operational or incident management at supervisory experience in a team-oriented environment
• Proven experience in incident handling
• A dynamic, energetic, and self‑motivated mindset
• Excellent communication and interpersonal skills in both English and Chinese
• Ability to work independently and be willing to work on 24-hr shift or on weekend duties
• Proficiency in MS Office applications: Word, Excel, PowerPoint

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.