Operations Worker Welfare Manager (DEL 3)

Job Summary

Lead and manage worker welfare delivery across completed, occupied assets city-wide, ensuring safe, dignified and compliant living conditions for employees and contractor workforces. Drive consistent welfare standards and service quality across multiple sites covering accommodation, catering/food services (where applicable), transport, hygiene, recreation and wellbeing services, aligned with legal, client and company requirements.

Partner with Operations, Facilities Management, HSE, HR, Security, Transport and service providers to prevent welfare issues, respond to grievances, investigate concerns, and deliver corrective actions. Maintain strong site presence across the city portfolio, use audits and KPIs to drive continuous improvement, and report performance, risks and resident/community interface considerations to operations leadership.

Key Accountabilities & Responsibilities

Key Responsibilities (Summary)

• Own and maintain the Worker Welfare Management Plan for the completed-assets, city-wide portfolio, ensuring consistent standards across sites and shifts in steady-state operations.
• Plan and execute routine multi-site welfare inspections and audits (internal, client and regulatory) covering accommodation, water quality, sanitation, pest control, housekeeping, security interfaces, transport and recreational facilities; maintain audit readiness and close findings on time.
• Manage welfare-related service providers and FM partners city-wide (accommodation operations, cleaning, catering/retail where applicable, transport, security, laundry and maintenance): define requirements, monitor SLAs/KPIs, lead performance reviews, and drive corrective and preventive actions.
• Support labour standards and site rules compliance: worker induction and periodic refreshers on welfare services, conduct expectations within occupied communities, and reporting channels; coordinate remediation with HR and contractor management.
• Operate grievance and escalation channels (including confidential routes) and support the interface with service requests/complaints relevant to welfare in occupied assets; ensure timely triage, investigation, response and close-out; identify trends and implement preventative actions.
• Maintain city-wide welfare performance dashboards and reporting (audit results, grievances, service quality, occupancy, inspections, non-conformances and corrective actions); chair/participate in management reviews with Operations and FM, and provide client updates as required.
• Lead and develop the welfare team across a dispersed city footprint (e.g., welfare officers, site/camp supervisors/inspectors) by setting clear roles, training, and ensuring effective coverage and escalation across sites.
• Ensure compliance with applicable legal, municipal and client welfare requirements; maintain records and evidence packs for inspections/audits; coordinate with HSE, HR and FM partners on related obligations and corrective actions.
• Plan welfare readiness for steady-state city operations and peak demand periods (seasonality/events): accommodation capacity and allocations, transport routing, service volumes, consumables, and contingency plans for heat stress, outbreaks, utility interruptions or supplier failures.

• Bachelor’s degree in Social Sciences, Public Health, Occupational Health & Safety, Facilities Management, Hospitality Management, or a related discipline.
• Training/certification in worker welfare, labour standards, social compliance, HSE, auditing, or facilities management (e.g., social compliance auditor training, NEBOSH/IOSH, ISO auditing) is preferred.
• 8+ years’ experience in worker welfare, accommodation/camp operations, social compliance, facilities/property operations, or workforce services within large, multi-site (city-wide) operational environments.
• Demonstrated capability in multi-site auditing and close-out of corrective actions, vendor/SLA management, grievance handling, stakeholder engagement in occupied assets, and using data to improve service quality and workforce wellbeing.
• Proactive, self-directed and able to work independently across a dispersed portfolio, using initiative to identify issues early, drive improvements and follow through to closure.