The Betting Operations Control Centre (BOCC) of our Betting Control and Customer Operations Department is the main co-ordination and service centre for all business channels under the Customer and International Business Development Division.
It provides 7x24 operations to maintain quality and efficient services and support to Retail, Telebet and Interactive Services and acts as the central control point for all wagering products and activities.
You will :
be the business focal point for communication, dissemination and reporting of information on betting or business related incidents, which can be triggered from system / weather / other environmental factors
be the point of contact with stakeholders in the cycle of betting incident management : getting / communicating updates, evaluating impact, coordinating for workaround, identifying root cause and settling incident
define incident severity level and take corresponding incident reporting, communication, dissemination and escalation according to the defined incident management processes
work closely with PA, IT, affected business units, and related teams to mitigate customer dissatisfaction from frontline perspective
assist preparation and dissemination of incident or situation reports as well as attending post-incident review meetings to provide business and operational suggestions
support tracking of incident resolution progress to ensure completion of incident management cycle in a timely and effective manner
assist the implementation of race day incident management processes and support the communication with race day officials on incident related matters
support regular update of the incident management processes, incident classification, process handling handbook and communicate with stakeholders
You should have :
have a degree with a minimum of 7 years' operational or incident management at supervisory experience in a team-oriented environment
have IT system and operations knowledge to liaise and negotiate with various business users and IT technical teams
be able to work independently and vigilantly on incident reporting, handling and escalation
be flexible, responsive and self-motivated
have the ability to maintain calmness during stressed working environment
have the ability to communicate effectively up and down across the organization
have excellent communication and interpersonal skills in both English and Chinese
have ability to work independently and be willing to work on 24-hr shift including weekends and public holidays
Terms of Employment
The level of appointment will be commensurate with qualification and experience. A contract employment will be offered to the successful candidate.