Senior Manager, Membership Operations Support Efficiency

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

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 - 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 Department - Membership Operations Support Efficiency

The job holder reports to the Executive Manager, Membership Operations Support and Efficiency (EMMOSE). This role ensures streamlined service delivery and operational support driving operational efficiency through automating reporting, optimizing workflows and implementing efficiency initiatives across Membership Operations. (S)he is responsible for driving operational excellence through process improvement, change management, data management and operational governance of operational guidelines, SOPs and technical training materials.

The Job

• Responsible for overseeing Membership Operations Support Efficiency team to drive operational excellence through process improvement, change management, data management and governance of Operational Guidelines, Standard Operating Procedures and technical training.
• Take responsibility for the development and oversight of the Process Management Framework, ensuring Operational Guidelines (OGs) and Standard Operating Procedures (SOPs) align with Club policies, regulatory standards, and Service Philosophy. Own the collaboration with the L&D team to create training materials that reinforce adherence to OGs and SOPs.
• Drive process improvement initiatives to boost efficiency, streamline operations, and enhance service delivery—primarily for Member Catering outlets, with additional oversight of Recreation & Leisure facilities. Provide dedicated support to non-Member Catering outlets, ensuring they have the necessary operational guidelines (OGs), SOPs, and training materials. Lead and collaborate with the MOSE Project Management team to execute Strategic Priorities that deliver measurable value to Operational Business Units.
• Assume responsibility for designing and implementing a structured data management framework, incorporating HSR system data, RTA & ImBee data, and Member Survey & Verbatim data. Be accountable for delivering actionable insights to Operations, enhancing team member and member engagement, revenue initiatives, and efficiency. Take ownership of identifying and resolving operational bottlenecks through data analysis, recommending and implementing corrective actions.
• Own the initiative to optimize end-to-end workflows by deploying technology solutions that reduce manual tasks and repetitive processes.
• Be responsible for conducting regular process audits to verify compliance with OGs and SOPs while identifying further efficiency opportunities.
• Champion and take ownership of fostering a culture of continuous improvement by equipping teams with training on new processes and tools.
• Assume accountability for establishing a structured documentation process for improvement plans and activities, ensuring accurate and timely management reporting. Take responsibility for assisting Business Units in service research, benchmarking, and consolidating findings when required.
• Responsible for motivating the team, providing guidance & training, fostering a positive & collaborative work environment, and implementing training & development initiatives along with succession planning to address staff-related matters effectively.
• Take ownership of ad-hoc projects or tasks assigned by Executive Manager, Membership Operations Support and Efficiency (EMMOSE), demonstrating adaptability and leadership in dynamic priorities.

About You

• Minimum of fifteen years of Operational Hospitality management experience with a world class services or hospitality organization.
• Food & Beverage hospitality experience preferred as most of the Business Units are Catering Outlets
• University Degree / Diploma in Business Administration, Business Strategy, Hospitality Management or related field.
• Six Sigma Black Belt qualifications would be highly preferred.

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.