Membership Operations Excellence Lead

The Hong Kong Jockey Club; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

The Hong Kong Jockey Club, a world-class racing club, seeks a seasoned professional to lead Membership Operations Support and Efficiency. You will drive operational excellence through process improvement, data governance, and training initiatives, ensuring OGs/SOPs align with Club policies and standards.

You’ll design structured data management, oversee workflows, and partner with the L&D team to create training materials.

Qualifications

• Minimum of fifteen years of Operational Hospitality management experience.
• Six Sigma Black Belt qualifications would be highly preferred.
• Experience with catering outlets and world-class service standards.

Responsibilities

• Oversee Membership Operations Support Efficiency team to drive operational excellence through process improvement, change management, data management and governance of OGs and SOPs.
• Develop and oversee the Process Management Framework to align OGs/SOPs with Club policies and regulatory standards; collaborate with L&D to create training materials.
• Drive efficiency initiatives to boost productivity and service delivery across Member Catering outlets and supervision of Recreation & Leisure facilities.
• Design and implement a structured data management framework using multiple data sources; deliver actionable operational insights.
• Optimize end-to-end workflows by deploying technology to reduce manual tasks and repetitive processes.
• Conduct regular process audits to verify compliance with OGs and SOPs and identify further efficiency opportunities.
• Foster a culture of continuous improvement with training on new processes and tools.
• Establish documentation for improvement plans and management reporting; assist Business Units with service research and benchmarking.
• Motivate and develop the MOSE team and manage staff matters with succession planning.
• Handle ad-hoc projects as assigned by the Executive Manager, MOSE.

Skills

Operational hospitality management

Change management

Data analysis

Education

Bachelor's degree / Diploma in Business Administration or Hospitality Management

Job description

The Hong Kong Jockey Club, a world-class racing club, seeks a seasoned professional to lead Membership Operations Support and Efficiency. You will drive operational excellence through process improvement, data governance, and training initiatives, ensuring OGs/SOPs align with Club policies and standards.

You’ll design structured data management, oversee workflows, and partner with the L&D team to create training materials.