Strategic Process Improvement Lead - Customer Experience

Global Sports Jobs Limited; Hong Kong; On-site; HKD 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Benefits package

Dynamic working environment

Development opportunities

Job summary

Global Sports Jobs Limited is seeking a Senior Manager in the Membership and Customer Excellence Division in Hong Kong to lead the process improvement framework, drive data-driven programmes through performance studies, and oversee service quality reviews across Racecourses and OCBBs.

You will manage improvement projects, document plans, provide timely management reports, lead cross-functional initiatives, ensure SOPs and SLAs, develop a skilled team, and align operations with business goals

Qualifications

• Bachelors degree in Business Management, Quality Assurance, or related discipline.
• 8+ years of management experience with proven process improvement projects.
• Strong analytical skills and business acumen for improving processes and CX.
• Ability to align technology, processes and people with business needs.
• Excellent execution and stakeholder management and communication.
• Solid experience in project management implementation.
• Business model and operation process review and development.
• Experience in budgeting, planning and business analysis.
• Experience in cross-functional projects with multiple stakeholders.
• Effective presentation and communication abilities.

Responsibilities

• Develop and lead the process improvement framework to drive data-driven programmes and service improvements.
• Manage improvement initiatives and service quality reviews for racecourses.
• Establish documentation for improvement plans and deliver management reports.
• Act as quality control resource, identify non-conformance and drive improvements.
• Lead cross-functional service improvement initiatives and productivity studies.
• Oversee internal audits to ensure SOPs and SLAs; define experience guidelines.
• Plan operational activities for racecourses and align cross-functional goals.
• Drive multi-business improvement processes to ensure scope, schedule, cost and quality.
• Supervise and develop a multi-skilled team with HR collaboration.
• Undertake other projects as directed by the Director of Racecourse Management.

Skills

Analytical skills

Communication

Project management

Stakeholder management

Business acumen

Tech-business alignment

Education

Bachelor degree in Business Management, Quality Assurance or related discipline

Job description

Global Sports Jobs Limited is seeking a Senior Manager in the Membership and Customer Excellence Division in Hong Kong to lead the process improvement framework, drive data-driven programmes through performance studies, and oversee service quality reviews across Racecourses and OCBBs.

You will manage improvement projects, document plans, provide timely management reports, lead cross-functional initiatives, ensure SOPs and SLAs, develop a skilled team, and align operations with business goals