Manager, Claim Management (Operations)

Sits within the Sports Business Division, which is central to the Club's aspiration to become a globally recognised sports and entertainment brand with world-class horse racing at its core. The job holder assists the supervisor in executing the daily operations of Claims Management and Mark Six Draw. The role is responsible for handling, assessing and approving customer dividend claims in accordance with the Club's Betting Rules and authority limits.

• Assess, approve and process customer dividend claims in accordance with the Club's Betting Rules, operational policies and delegated authority limits
• Investigate claim cases and prepare professional correspondence, investigation reports and recommendations for management review
• And handle claim-related enquiries and communications through approved channels, including system correspondence and telephone enquiries.
• Perform the role of Claims Duty-I-Charge to ensure smooth daily operations and adherence to established SOPs.
• Monitor operational activities, collaborate with the supervisor to optimise manpower deployment, operational efficiency and customer experience, and handle escalated or complex claims and recommend appropriate resolutions.
• Undertake rotational duties during Mark Six Draw operations to ensure accurate, efficient and compliant draw execution.
• Support the supervisor in managing contingency situations, incident handling and operational disruptions; maintain effective stakeholder engagement and guest management during draw operations; and uphold operational integrity and compliance throughout draw-related activities.
• Support budgeting, financial planning and resource planning exercises, and assist the supervisor in reviewing and improving operational procedures, workflows and manuals to enhance efficiency and effectiveness.
• Participate in departmental and Club-wide projects, contribute to the implementation of strategic and operational initiatives, provide support in leading cross-functional coordination during incidents or major events, and undertake other duties as assigned by supervisor.
• Perform Racecourse Announcer duties on a rotational basis during race meetings, coordinate with stakeholders on racecourse event announcements, deliver accurate, timely and professional announcements, and assist in preparing announcement scripts for racing events.
• Assist the supervisor in performing routine governance or audit reviews to ensure compliance with regulatory requirements and safeguard the integrity of Claims and Mark Six Operations
• Assist in managing staff certification records and mandatory training requirements, including Anti-Money Laundering (AML), anti-bribery, personal data privacy and information security
• And ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering.
• Identify opportunities for service enhancement, automation and process optimisation, analyse operational trends and management information, and support the implementation of approved improvements to drive continuous improvement.

• Bachelor degree or above in Business, Economics, Banking or related disciplines.
• Tertiary education with a minimum of 7 years' working experience at supervisory level.
• Excellent written communication ability and interpersonal skills in both English and Chinese.
• Good team player spirit and characteristics, with pro-activeness and willingness to take ownership.
• Proficiency in MS Word, Excel and PowerPoint and good at Chinese typing.
• Strong business acumen and analytical skills.
• Ability to work on shift duties including weekends and holidays.

• Working experience preferably in operation and control, business-related, legal or customer services field.
• Knowledge in Putonghua will be an asset.
• Knowledge of horse race betting and football betting products will be an advantage.

• Competitive salary and benefits packages

• Dynamic working environment
• Development opportunities