Manager, Business Process (Retail)

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 Divison

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

• Support process improvement initiatives by assisting in the identification and implementation of service improvement initiatives and operational efficiencies across various business units.
• Gather, analyze, and report on performance metrics and operational data to inform decision-making and measure success against established KPIs.
• Coordinate with various business units and stakeholders to ensure alignment on improvement objectives and the execution of initiatives.
• Regularly review processes and service delivery touchpoints to identify issues, propose resolutions, and implement continuous improvement measures.
• Create and develop process flowcharts, project compendiums and operating models to map out business operations processes and tasks, and monitor progress with business functions.
• Create and oversee the documentation of standard operating procedures (SOPs) and other operational guidelines to ensure consistency and compliance.
• Support the evaluation of implemented initiatives to ensure they meet business requirements and operational standards.
• Assist in the development of training materials and communication protocols to support operational changes and improve staff engagement.
• Facilitate effective communication and engagement with stakeholders throughout the improvement process to promote transparency and collaboration.
• Undertake other duties as assigned by Manager.

About You

• Bachelor's degree in Business, Management, Statistics or a related discipline.
• Minimum of 7 to 10 years of relevant management experience.
• Proven experience in project management and business process improvement or optimisation.

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.