Senior Process Improvement Manager - Customer Experience

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

Job summary

The Hong Kong Jockey Club is seeking a Manager, Business Process Improvement (Racecourse Management) to lead the process improvement framework across Racecourses. You will drive data-based performance studies, document improvement plans, and provide timely reports to support service quality and customer experience enhancements.

The role requires a bachelor degree and at least eight years’ management experience with a proven track record in process improvement, project management, budgeting, and

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, business acumen with good knowledge of best practices in terms of business process and customer experience.
• Ability to comprehend the interactions between technology, business process and people, and the integration of business requirements into operations.
• Excellent execution and communication skills by managing multiple stakeholders.
• Solid experience in project management implementation.
• Business model and operation process review and development.
• Solid experience in business planning, budgeting and business analysis.
• Significant experience working in complex, cross-functional projects with multiple stakeholders.
• Effective presentation skills.
• Ability to engage stakeholders with strong verbal and written communication skills.

Responsibilities

• Develop and lead the process improvement framework and methodology to drive the improvement programmes through data analysis and performance studies, and to assist or drive the forming of service improvement initiatives.
• Establish a systematic documentation process of all improvement plans and activities as well as providing timely and accurate management reports.
• Where necessary; extend support to Business Units to perform service research and benchmarking activities and collate findings.
• Act as the primary quality control resource for servicing touchpoints in terms of issue or non-conformance identification, leading gap analyses, proposing resolutions and where necessary, identifying continuous improvement measures.
• Lead and support service improvement initiatives by initiating or participating in development projects or any service quality review programmes; this could also include any efficiency and productivity study related to service delivery and the customer experience.
• Responsible for Racecourses' internal audit process to ensure standard operating procedures and service level agreements (SLAs). Define Racecourse experience guidelines and workflow to perform change impact analysis on improvement initiatives and set up risks control objectives to minimize potential negative impacts on Racecourses' operations.
• Support the operational planning process for all racecourses and collaborate with cross functional teams to plan and align business goals for optimal branding, excellent customer experience, program prioritization and issues management.
• Drive the multi-business and operation improvement process to ensure quality, accuracy and effectiveness. Lead and support other projects for Racecourse Management to ensure delivery and completion in accordance in agreed scope, schedule, cost, quality and sustainability requirements, as well as all satisfactory level to all business owners/ key stakeholders.
• Supervise and develop a team to ensure a competent workforce capable of providing efficient service to meet business unit requirements; Ensure effective and efficient deployment of resources by planning, motivating and monitoring staff performances, working with HR and ensuring the relevant training and staff development activities are planned and carried out for multiple-skills base.
• Undertake other projects or assignments as directed by the Director of Racecourse Management.

Skills

Analytical skills

Project management

Stakeholder management

Communication

Presentation skills

Cross-functional

Education

Bachelor degree in Business Management, Quality Assurance or related discipline

Job description

The Hong Kong Jockey Club is seeking a Manager, Business Process Improvement (Racecourse Management) to lead the process improvement framework across Racecourses. You will drive data-based performance studies, document improvement plans, and provide timely reports to support service quality and customer experience enhancements.

The role requires a bachelor degree and at least eight years’ management experience with a proven track record in process improvement, project management, budgeting, and