Senior Manager, Membership Operations Support Efficiency

Global Sports Jobs Limited; Hong Kong; Sur place; HKD 900 000 - 1 200 000; Plein temps

Avantages offerts par ce poste

A dynamic working environment

Development opportunities

Résumé du poste

Global Sports Jobs Limited in Hong Kong is seeking an experienced leader to head the Membership Operations Support and Efficiency team within the MCE Division, driving operational excellence across clubs, outlets and facilities.

You will own process management, SOPs and OGs, collaborate with L&D to create training materials, and drive automation of reporting and workflows while delivering actionable insights to boost member experience and revenue.

Qualifications

• Minimum of fifteen years of Operational Hospitality management experience.
• University Degree / Diploma in Business Administration, Business Strategy, Hospitality Management or related field.

Responsabilités

• Oversee the 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, ensuring OGs and SOPs align with Club policies and regulatory standards.
• Own collaboration with the L&D team to create training materials that reinforce adherence to OGs and SOPs.
• Drive process improvement initiatives to boost efficiency and enhance service delivery across Member Catering outlets and recreation facilities.
• Provide dedicated support to non-Member Catering outlets; lead MOSE PM to deliver Strategic Priorities.
• Design and implement a structured data management framework and deliver actionable insights to Operations.

Connaissances

Operational hospitality management

Six Sigma Black Belt

Formation

University Degree / Diploma in Business Administration / Hospitality Management

Description du poste

About the Role

The role sits within the Membership & Customer Excellence (MCE) Division and the Membership Operations Support Efficiency department, reporting to the Executive Manager, Membership Operations Support and Efficiency. It ensures streamlined service delivery and operational support, driving operational efficiency through automating reporting, optimising workflows and implementing efficiency initiatives across Membership Operations. The role is responsible for operational excellence through process improvement, change management, data management and governance of Operational Guidelines, Standard Operating Procedures and technical training materials. The MCE Division oversees clubhouses, racecourses and Off-Course Betting Branches, enhances member and owner value propositions and leads customer experience strategy across digital and physical touchpoints.

Key Responsibilities

• Oversee the 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.
• Develop and oversee the Process Management Framework, ensuring Operational Guidelines (OGs) and Standard Operating Procedures (SOPs) align with Club policies, regulatory standards and the Service Philosophy
• Own 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 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.
• Design and implement a structured data management framework incorporating HSR system data, RTA & ImBee data, and Member Survey & Verbatim data
• Deliver actionable insights to Operations to enhance team member and member engagement, revenue initiatives and efficiency
• Identify and resolve operational bottlenecks through data analysis, recommending and implementing corrective actions.
• Optimise end-to-end workflows by deploying technology solutions that reduce manual tasks and repetitive processes.
• Conduct regular process audits to verify compliance with OGs and SOPs while identifying further efficiency opportunities.
• Foster a culture of continuous improvement by equipping teams with training on new processes and tools.
• Establish a structured documentation process for improvement plans and activities, ensuring accurate and timely management reporting; assist Business Units in service research, benchmarking and consolidating findings when required.
• Motivate the team, provide guidance and training, foster a positive and collaborative work environment, and implement training and development initiatives along with succession planning to address staff-related matters effectively
• Take ownership of ad-hoc projects or tasks assigned by the Executive Manager, Membership Operations Support and Efficiency, demonstrating adaptability and leadership in dynamic priorities.

Required Experience & Qualifications

• Minimum of fifteen years of Operational Hospitality management experience with a world-class services or hospitality organisation.
• University Degree / Diploma in Business Administration, Business Strategy, Hospitality Management or a related field.

Preferred Skills

• Food & Beverage hospitality experience, as most of the Business Units are Catering Outlets.
• Six Sigma Black Belt qualification.

Salary

• Competitive salary and benefits package

Benefits & Perks

• A dynamic working environment
• Development opportunities