Manager, Business Process Improvement (Racecourse Management)

Global Sports Jobs Limited; Hong Kong; On-site; HKD 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Benefits package

Dynamic working environment

Development opportunities

Job summary

Global Sports Jobs Limited is seeking a Senior Manager in the Membership and Customer Excellence Division in Hong Kong to lead the process improvement framework, drive data-driven programmes through performance studies, and oversee service quality reviews across Racecourses and OCBBs.

You will manage improvement projects, document plans, provide timely management reports, lead cross-functional initiatives, ensure SOPs and SLAs, develop a skilled team, and align operations with business goals

Qualifications

• Bachelors degree in Business Management, Quality Assurance, or related discipline.
• 8+ years of management experience with proven process improvement projects.
• Strong analytical skills and business acumen for improving processes and CX.
• Ability to align technology, processes and people with business needs.
• Excellent execution and stakeholder management and communication.
• Solid experience in project management implementation.
• Business model and operation process review and development.
• Experience in budgeting, planning and business analysis.
• Experience in cross-functional projects with multiple stakeholders.
• Effective presentation and communication abilities.

Responsibilities

• Develop and lead the process improvement framework to drive data-driven programmes and service improvements.
• Manage improvement initiatives and service quality reviews for racecourses.
• Establish documentation for improvement plans and deliver management reports.
• Act as quality control resource, identify non-conformance and drive improvements.
• Lead cross-functional service improvement initiatives and productivity studies.
• Oversee internal audits to ensure SOPs and SLAs; define experience guidelines.
• Plan operational activities for racecourses and align cross-functional goals.
• Drive multi-business improvement processes to ensure scope, schedule, cost and quality.
• Supervise and develop a multi-skilled team with HR collaboration.
• Undertake other projects as directed by the Director of Racecourse Management.

Skills

Analytical skills

Communication

Project management

Stakeholder management

Business acumen

Tech-business alignment

Education

Bachelor degree in Business Management, Quality Assurance or related discipline

Job description

About the Role

The role sits within the Membership and Customer Excellence (MCE) Division, which delivers world-class experiences and deepens engagement across all customer segments. The Division oversees the operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), and leads the Club's customer experience strategy across digital and physical touchpoints. The job holder develops and leads the process improvement framework and methodology, drives improvement programmes through data analysis and performance studies, and manages service quality review programmes. The role also supports operational planning for racecourses and leads internal audit processes to ensure standard operating procedures and service level agreements.

Key Responsibilities

• Develop and lead the process improvement framework and methodology to drive improvement programmes through data analysis and performance studies, and assist or drive the forming of service improvement initiatives.
• Manage improvement change initiatives and projects or service quality review programmes, including efficiency and productivity studies related to service delivery and customer experience at the Racecourses.
• Establish a systematic documentation process for all improvement plans and activities, provide timely and accurate management reports, and extend support to Business Units to perform service research and benchmarking activities and collate findings where necessary.
• Act as the primary quality control resource for servicing touchpoints by identifying issues or non-conformance, leading gap analyses, proposing resolutions, and identifying continuous improvement measures.
• Lead and support service improvement initiatives by initiating or participating in development projects or service quality review programmes, including efficiency and productivity studies related to service delivery and customer experience.
• Manage the Racecourses' internal audit process to ensure standard operating procedures and service level agreements (SLAs), define Racecourse experience guidelines and workflow, perform change impact analysis on improvement initiatives
• And set up risk control objectives to minimise 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, programme prioritisation, and issues management.
• Drive the multi-business and operation improvement process to ensure quality, accuracy, and effectiveness, and lead and support other projects for Racecourse Management to ensure delivery and completion in accordance with agreed scope, schedule, cost, quality, and sustainability requirements.
• Supervise and develop a team to ensure a competent workforce capable of providing efficient service to meet business unit requirements, and ensure effective and efficient deployment of resources by planning, motivating, and monitoring staff performance, working with HR
• And ensuring relevant training and staff development activities are planned and carried out for a multi-skills base.
• Undertake other projects or assignments as directed by the Director of Racecourse Management.

Required Experience & Qualifications

• Bachelor degree in Business Management, Quality Assurance or related discipline.
• A minimum of 8 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.

Salary

• Competitive salary

Benefits & Perks

• Benefits package
• Dynamic working environment
• Development opportunities