Senior Branch Supervisor

The Hong Kong Jockey Club; Hong Kong; On-site; HKD 290,000 - 424,000; Full time

Job summary

The Hong Kong Jockey Club invites applications for a Branch leadership role within the Membership and Customer Excellence Division to deliver exceptional customer service at our branches and support new-format experiences.

We seek candidates with at least 3 years in retail/service, strong leadership and bilingual English/Chinese communication, and proficiency in MS Office. Shift work including weekends/public holidays is required.

Qualifications

• Diploma or above in any discipline.
• Minimum 3 years’ experience in Retail or Service industry.
• Strong leadership skills and attention to detail.
• Excellent interpersonal and written/spoken English and Chinese.
• Hands-on experience of MS Office applications.
• Ability to work on shift including weekends and public holidays.
• Knowledge of Horse Racing, Football Betting and Mark Six an added advantage.

Responsibilities

• Assist Branch Manager in day-to-day branch operations and support new format branches.
• Supervise branch activities, admin work and staff deployment to deliver high-quality service.
• Engage customers, build relationships, and enhance wagering experience across the district.
• Execute business plans to drive KPI performance and coach junior staff on retail transformation.
• Control operating expenses and maximize operational efficiency.
• Collaborate with Branch Management to promote teamwork and resolve staff issues.
• Develop staff competence to deliver customer experiences in both transactional and new-format retail branches.
• Ensure compliance with Responsible Gambling and wagering regulations.
• Undertake other duties as assigned.

Skills

Retail experience

Leadership

Communication

MS Office

Bilingual English/Chinese

Education

Diploma or above

Tools

MS Office

Job description

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 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 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

• Assist Branch Manager in day-to-day business activities of the branch/ new format experience Branches, and deputize Senior Manager and peers as required.
• Conduct branch supervision, administration works and staff deployment to deliver high quality customer service for reaching customer expectation and satisfaction.
• Knows your customers, response by positively engage with customers and retain the relationship in their wagering experience based on the demographics of the district and customer needs. Represent as Area Ambassador to build up positive community relationship with local stakeholders.
• Execute business initiatives & cascaded business plans to drive performances vs KPI, and renders support, guidance and coaching to junior staff members on Retail branch transformation strategy.
• Control operating expenses to effectively utilize available resources to maximize operational efficiency.
• Collaborate with Branch Management Team & leads a team of junior members to enhance teamwork, promote open communication and elevate junior staff issues and conflicts when required.
• Groom & develop the right competence of staff to deliver the customer experiences in both transactional and new format style Retail branch
• Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s businesses.
• Undertake other duties as assigned by Line Manager.

About You

• Diploma or above in any discipline
• A minimum of 3 years’ experience in Retail or Service industry
• Strong leadership skills & attention to details
• Excellent interpersonal & communication skills in both spoken/written English & Chinese
• Hands-on experience of MS office applications
• Ability to work on shift including weekends and public holidays
• Knowledge of Horse Racing, Football Betting and Mark Six an added advantage

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 [e-mail].

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.