Assistant Membership Services Manager

The Hong Kong Jockey Club; Hong Kong; On-site; HKD 480,000 - 640,000; Full time

Job summary

The Hong Kong Jockey Club in Hong Kong is seeking a supervisory professional for the Membership & Customer Excellence Division to manage members' non-compliance cases end-to-end. You will coordinate with banks, judiciary, and internal teams to ensure timely case resolution and data accuracy.

The role requires 5–6 years of supervisory experience in a high-end customer service environment, a degree in Business Administration or related field, and fluent English and Chinese.

Qualifications

• Five to six years of supervisory experience in a high-end customer service environment.
• Experience in secretarial, administration, or process management in a private club or membership organization is a plus.
• Strong attention to detail with analytical and problem-solving skills.
• Good command of English and Chinese, both written and spoken.

Responsibilities

• Manage end-to-end process of Members' non-compliance with Club Bye-laws, including overdue accounts, bankruptcy, and court convictions.
• Coordinate with Hang Seng Bank, Members, internal departments, and external organizations ( judiciary ) and prepare papers/reports.
• Ensure SOPs and SLAs are followed in handling non-compliance cases and maintain data integrity in MCRM.
• Maintain records for Members and immediate family to uphold membership status and privileges.
• Support digitalisation projects under the Member Experience Blueprint, collaborating with stakeholders and improving relevant systems (e.g., MCRM).
• Archive and store Members' files and policies for easy retrieval and compliance.
• Review SOPs annually to ensure currency and effectiveness.
• Assist in formulating Membership Policies, Articles of Association, Bye-Laws and Regulations.
• Manage the distribution of updated Articles of Association and Bye-laws.
• Undertake other projects as assigned by Supervisors.

Skills

Supervisory experience

Customer service

English and Chinese

Data governance

Education

Business Administration degree

Job description

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.

Job Description

The Hong Kong Jockey 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

• Manage and be responsible for the whole end-to-end process of Members' non-compliance of Club Bye-laws, including but not limited to overdue accounts with the Club and the Club's authorised bank, court conviction, bankruptcy and barred persons list.
• Communicate with Hang Seng Bank, Members, internal departments and external organizations (mainly judiciary) on Member's overdue accounts, bankruptcy and court conviction matters and prepare Committee papers/reports as required.
• Ensure standard operating procedures and service level agreements (SLAs) are adhered to in the management and closure of Members' non-compliance cases. Ensure that all types of Members' non-compliances via the different channels are captured, tracked, and responded to effectively and efficiently as well as inputted timely into the MCRM for up-to-date reporting.
• Supervise the processes of updating Members and their immediate families' records focusing on data integrity and to uphold the status and privileges applicable to their membership and user categories
• Provide project implementation and administrative support in the development and execution of process digitalisation under the Member Experience Blueprint, with particular focus on user requirements, research, benchmarking activities and fact-finding by engaging different internal stakeholders and supporting departments. Work with Project Manager to recommend and implement enhancement in the relevant systems (including MCRM), as well as the relevant communication plans.
• Maintain an effective archiving and storage system on Members' files, Membership policies and procedures for easy reference and retrieval.
• Conduct annual review of SOP related to the scope of work to ensure that information is up-to-date and remains effective to achieve their objectives.
• Support the formulation, review and amendment of Membership Policies, Articles of Association, Bye-Laws and/or Rules and Regulations to reflect the latest Membership requirements and to preserve the Club's integrity and brand.
• Responsible for the ordering of Articles of Association and distribution of updated Bye-laws.
• Undertake other projects assigned by Supervisors.

About You

• Degree in Business Administration, Communications, Hospitality Management or related disciplines
• A minimum of five to six years' supervisory experience in a high-end customer service environment, and experience in secretarial, administration, or process management in a private Club or membership organization will be a definite advantage
• Excellent attention to detail, independent, well-organized and multi-tasking, with strong analytical, problem-solving skills, mature with pleasant character
• Good command of English and Chinese, both written and spoken is a must

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 @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.