Senior Process Improvement Lead – Customer Experience

The Hong Kong Jockey Club; Hong Kong; On-site; HKD 900,000 - 1,400,000; Full time

Job summary

The Hong Kong Jockey Club is seeking a senior professional to develop and lead the process improvement framework within the Membership & Customer Excellence (MCE) division. You will drive data-driven improvement programs across clubhouses, racecourses and OCBBs, coordinating with cross-functional teams and external stakeholders to elevate customer experience and operational excellence.

Responsibilities include establishing documentation, benchmarking, internal audits, and managing change

Qualifications

• Bachelor degree in Business Management, Quality Assurance or related discipline.
• 8+ years' management experience with proven record of business and process improvement projects.
• Strong analytical skill and business acumen with knowledge of best practices in business process and customer experience.
• Ability to comprehend interactions between technology, business process and people, and integrate requirements into operations.
• Excellent execution and communication skills across multiple stakeholders.
• Solid experience in project management implementation.
• Experience in business planning, budgeting and analysis.
• Experience in complex cross-functional projects with multiple stakeholders.

Responsibilities

• Develop and lead the process improvement framework and methodology to drive improvement programmes through data analysis and performance studies.
• Establish systematic documentation of all improvement plans and activities and provide timely management reports.
• Act as primary quality control resource for servicing touchpoints, leading gap analyses and resolutions.
• Lead service improvement initiatives and support development projects related to service quality and customer experience.
• Oversee Racecourses' internal audit process to ensure SLAs and SOPs; define experience guidelines and risk controls.
• Support operational planning for all racecourses and collaborate across teams to align business goals.
• Drive multi-business and operation improvement processes to ensure quality, accuracy and effectiveness.
• Supervise and develop a multi-skill team; plan training and staff development.
• Undertake other projects as directed by the Director of Racecourse Management.

Skills

Analytical skills

Stakeholder management

Project management

Communication

Cross-functional collaboration

Education

Bachelor degree in Business Management, Quality Assurance or related discipline

Job description

The Hong Kong Jockey Club is seeking a senior professional to develop and lead the process improvement framework within the Membership & Customer Excellence (MCE) division. You will drive data-driven improvement programs across clubhouses, racecourses and OCBBs, coordinating with cross-functional teams and external stakeholders to elevate customer experience and operational excellence.

Responsibilities include establishing documentation, benchmarking, internal audits, and managing change