Manager, Claim Management (Operations)

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 central to the Club’s overall aspiration to become a globally recognised sports and entertainment brand, with world-class horse racing at its core. The Division’s overarching focus is to deliver sustainable growth of the Club’s sports business, deepen customer engagement, and contribute to position the Club as a leading global sports and entertainment brand to enable its commitment to social betterment. Its strategy is delivered through three pillars: broadening the fan base and prospecting new customers, growing the sports wagering business, and building the Club’s brand and commercialising its assets. 

Job Summary

The job holder needs to assist supervisor in executing the daily operations of Claims Management as well as Mark Six Draw. S/He is responsible for handling, assessing, and approving customer dividend claims in accordance with the Club's Betting Rules and authority limits. Additionally, s/he needs to assist supervisor in handling claim-related communication, reviews processes for service efficiencies, and supports the implementation of new initiatives under the guidance of the supervisor. 

The Job

• Assess, approve and process customer dividend claims in accordance with the Club's Betting Rules, operational policies and delegated authority limits
• Investigate claim cases and prepare professional correspondence, investigation reports and recommendations for management review
• Handle claim-related enquiries and communications through approved channels, including system correspondence, telephone enquiries
• Perform the role of Claims Duty-I-Charge to ensure smooth daily operations and adherence to established SOPs
• Monitor operational activities and collaborate with the supervisor to optimize manpower deployment, operational efficiency and customer experience
• Handle escalated or complex claims and recommend appropriate resolutions
• Undertake rotational duties during Mark Six Draw operations to ensure accurate, efficient and compliant draw execution
• Support the supervisor in managing contingency situations, incident handling and operational disruptions
• Assist in maintaining effective stakeholder engagement and guest management during draw operations
• Uphold operational integrity and compliance throughout all draw-related activities
• Support budgeting, financial planning and resource planning exercises
• Assist supervisor in review and improve the operational procedures, workflows and manuals to enhance efficiency and effectiveness
• Participate in departmental and Club-wide projects and contribute to the implementation of strategic and operational initiatives
• Provide support in leading cross-functional coordination during incidents or major events
• Perform Racecourse Announcer duties on a rotational basis during race meetings
• Coordinate with the other stakeholders in managing the relevant racecourse events announcement
• Able to deliver accurate, timely and professional announcements
• Assist to prepare announcement scripts for racing events
• Assist supervisor to perform routine exercises of governance or audit reviews to ensure compliance with regulatory requirements and safeguard the integrity of the Claims and Mark Six Operations
• Assist in managing staff certification records and mandatory training requirements, including Anti-Money Laundering (AML), anti-bribery, personal data privacy and information security
• Identify opportunities for service enhancement, automation and process optimization, and support implementation of approved improvements
• Analyze operational trends and management information to drive continuous improvement initiatives
• 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 supervisor

About You

• A bachelor degree or above in Business, Economics, Banking or related disciplines
• Possess tertiary education with a minimum of 7 years' working experience at supervisory level, preferably in operation and control, Business related, legal or customer services field
• Excellent written communication ability and interpersonal skills in both English and Chinese, knowledge in Putonghua will be an asset
• A good team player spirit and characteristic and have the pro-activeness and willingness to take ownership
• Proficiency in MS Word, Excel and PowerPoint and good at Chinese typing
• Strong business acumen and analytical skills
• Knowledge of horse race betting and football betting products will be an advantage
• Ablity to work on shift duties including weekends and holidays

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.