Manager, Claim Management (Operations)

Supports the daily operations of Claims Management and Mark Six Draw within the Sports Business Division. The job holder assists the supervisor in handling, assessing and approving customer dividend claims in accordance with the Club's Betting Rules and delegated authority limits. The position also involves claim-related communication, reviewing processes for service efficiencies, and supporting the implementation of new initiatives under supervisory guidance.

• 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.
• 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 and collaborate with the supervisor to optimise manpower deployment, operational efficiency and customer experience.
• 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.
• Assist in maintaining effective stakeholder engagement and guest management during draw operations.
• Uphold operational integrity and compliance throughout all 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, and provide support in leading cross-functional coordination during incidents or major events.
• Perform Racecourse Announcer duties on a rotational basis during race meetings, including coordinating with stakeholders on racecourse event announcements, preparing announcement scripts and delivering accurate, timely and professional announcements.
• Assist the supervisor in performing routine exercises of 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.
• Identify opportunities for service enhancement, automation and process optimisation, and analyse operational trends and management information to drive continuous improvement initiatives.
• Ensure compliance with the Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business.
• Undertake other duties as assigned by the supervisor.

• 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.
• A good team player spirit and characteristic, 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.

• Experience in operation and control, business-related, legal or customer services field.
• Knowledge in Putonghua.
• Knowledge of horse race betting and football betting products.

• Competitive benefits package
• Dynamic working environment
• Development opportunities

The Club is Hong Kong's largest single taxpayer and one of the city's major employers, and its Charities Trust is one of the world's leading charity donors.