EM - Customer Services (GM)
Job Requisition ID:
13747
Function:
Integrated Resort Services
Department:
Customer Services
Team:
Business Support & Administration
Outlet:
Location:
氹仔 / Taipa
Description:
Position Summary
This role is responsible for leading and driving project execution, operational coordination, and service enhancement initiatives across Customer Service, IRS, and cross-functional stakeholders. The incumbent plays a key role in ensuring effective delivery of strategic initiatives, strengthening governance, and enhancing operational efficiency and customer experience. The position also supports business growth by enabling structured execution, robust documentation, and continuous improvement across operations.
Primary Responsibility
Project MANAGEMENT & Execution
Project Management & Execution
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Develop and support execution of project plans, including timelines, resource allocation, and risk mitigation strategies.
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Coordinate with cross-functional teams to ensure timely and effective project delivery, while monitoring progress and addressing potential risks.
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Establish contingency plans to manage operational disruptions and ensure continuity of services.
Events & Promotions Support Services
- Act as the key coordinator for IRS events and promotions to ensure smooth execution and enhanced guest experience.
- Oversee ticket distribution and manage registration counters for events and gaming promotions (e.g., lucky draws, tournaments), with support from CS operations teams.
- Coordinate GPC member arrival and departure experiences at the Arena during concert days, ensuring a seamless VIP-standard journey (in collaboration with relevant teams).
- Implement real-time communication channels with relevant teams to ensure a swift response to guest needs and operational challenges during concert days at the Arena.
- Gather post-event feedback from GPC members and frontline teams after concert days, using insights to enhance future event-day experiences.
Communication & Reporting
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Provide regular updates on project status, milestones, and potential risks.
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Maintain accurate and comprehensive documentation to support tracking, governance, and audit requirements.
Performance & Continuous Improvement
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Implement best practices to improve efficiency, service quality, and project delivery outcomes.
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Support monitoring of financial and operational performance, and drive a culture of accountability and continuous improvement.
Administrative Support
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Provide administrative and coordination support, including reports, presentations, and HR-related tasks.
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Ensure continuity of operations by supporting critical administrative functions as required.
Operational Enablement & Continuous Improvement
- Support execution of customer growth initiatives by coordinating stakeholders, timelines, and frontline readiness, and consolidate frontline feedback into actionable insights to enhance service and engagement.
- Act as a liaison between frontline operations and relevant stakeholders to support system enhancements, issue resolution, and rollout of new tools and processes.
- Support identification and escalation of operational risks, ensuring proper documentation and adherence to internal processes and controls.
- Reinforce execution standards, coordinate training and readiness for initiatives, and identify improvement opportunities to enhance workflow efficiency and service quality.
Requirements