Senior Manager, Business Process Improvement (Racecourse Management)

Our client "The Hong Kong Jockey Club" is seeking a Senior Manager, Business Process Improvement (Racecourse Management) to join their team!

Are you passionate about driving operational excellence and enhancing customer experience through innovative process improvements? Join a dynamic team at the forefront of racecourse management, where you'll lead the process improvement framework, leverage data-driven insights, and foster a culture of continuous improvement. This role offers an exciting opportunity to make a significant impact on service quality and operational excellence in the thrilling world of horse racing and leisure.

What you'll be doing?

• Lead process improvement framework: Develop and lead the process improvement framework and methodology to drive improvement programmes through data analysis and performance studies, forming service improvement initiatives across racecourse operations.

• Drive improvement initiatives: Manage improvement change initiatives and projects, including service quality review programmes, efficiency and productivity studies related to service delivery and customer experience at the Racecourses.

• Establish documentation systems: Create systematic documentation processes for all improvement plans and activities, providing timely and accurate management reports while supporting Business Units with service research and benchmarking activities.

• Quality control leadership: Act as the primary quality control resource for servicing touchpoints, identifying issues or non-conformances, leading gap analyses, proposing resolutions, and implementing continuous improvement measures.

• Manage internal audit process: Oversee Racecourses' internal audit process to ensure adherence to standard operating procedures and service level agreements (SLAs), defining experience guidelines and performing change impact analysis.

• Support operational planning: Collaborate with cross-functional teams to plan and align business goals for optimal branding, excellent customer experience, program prioritization, and issues management across all racecourses.

• Deliver projects: Lead and support projects for Racecourse Management, ensuring delivery and completion within agreed scope, schedule, cost, quality, and sustainability requirements to satisfy all business owners and key stakeholders.

• Develop talent: Supervise and develop a team to ensure a competent workforce, planning effective deployment of resources, motivating staff, monitoring performance, and ensuring relevant training and development activities are carried out.

• Foster collaboration: Build strong relationships with multiple stakeholders to ensure alignment and buy-in for improvement initiatives across the organization.

Who are they looking for?

• Process improvement expert: A minimum of 10 years in management experience with proven record of business and process improvement projects, ideally in hospitality, leisure, or service industries.

• Strategic thinker: Strong analytical skills and business acumen with good knowledge of best practices in terms of business process and customer experience.

• Business integration specialist: Ability to comprehend the interactions between technology, business process and people, and the integration of business requirements into operations.

• Project management pro: Solid experience in project management implementation with proven ability to manage multiple stakeholders and deliver complex, cross-functional projects.

• Communication leader: Excellent execution and communication skills with effective presentation abilities and strong verbal and written communication skills to engage stakeholders at all levels.

• Operations expert: Solid experience in business planning, budgeting, business analysis, business model and operation process review and development.

• Educational background: Bachelor's degree in Business Management, Quality Assurance or related discipline.

• Language skills: Proficiency in English and Cantonese to effectively communicate with diverse stakeholders and team members.

Why you should consider this opportunity?

Our client offers an attractive remuneration package and other benefits, such as:

• Generous annual leave package

• Opportunities for professional development and career growth

• Chance to work on strategic improvement initiatives that shape the future of racecourse operations

• Dynamic and innovative work environment in the exciting world of horse racing and leisure

How to apply

Ready to join this role? Click Apply now to submit your resume and share your availability and expected salary with us!

We encourage applications from candidates of all backgrounds and experiences who are passionate about process improvement and driving operational excellence.

All information received will be kept strictly confidential and will be used only for employment-related purposes.

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