Betting Incident Support Manager (Ref: 20005085)
The Hong Kong Jockey Club
Hong Kong

The Department

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.


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