About the Role
This position involves leading and managing worker welfare delivery across completed, occupied assets city-wide, ensuring that employees and contractor workforces experience safe, dignified, and compliant living conditions. The role will drive consistent welfare standards and service quality across various sites, covering accommodation, catering/food services (where applicable), transport, hygiene, recreation, and wellbeing services, while aligning with legal, client, and company requirements.
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The successful candidate will partner with Operations, Facilities Management, Health, Safety and Environment (HSE), Human Resources (HR), Security, Transport, and service providers to prevent welfare issues, respond to grievances, investigate concerns, and deliver corrective actions. Maintaining a strong site presence across the city portfolio, utilizing audits and KPIs to promote continuous improvement, and reporting performance, risks, and community-interface considerations to operations leadership are also critical components of this role.
Key Accountabilities & Responsibilities
- Own and maintain the Worker Welfare Management Plan for the completed-assets, 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: conduct worker inductions and periodic refreshers on welfare services, 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.
Requirements
- 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 of 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 closing out 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.
