Assistant Manager/Deputy Manager - Welfare

Work Location : Hiranandani Estate, Powai

Purpose - Why does this role exist?

• To lead and oversee the organization's seafarer welfare function by ensuring timely, compassionate, and effective support to seafarers and their families. This role involves coordinating welfare activities, providing support to seafarers in need and promoting a supportive work environment. Our team aims at ensuring that our seafarers feel supported and valued.

Roles & Responsibilities

• Support : Handle all crew complaints and ensure closures. Be the escalation point and liaise directly with Sea staff if their queries/complaints are not resolved. Monitor Seafarers feedback reports. Talk to families during crisis and natural calamities. Attend to any special request of families of our sea staff. Personally attend to any family/Seafarer, in trouble / medical need including visiting their homes. To provide timely and effective assistance to seafarers onboard ships who are facing medical issues and with their families. To also follow up with the fleet manager until their sign off or fitness.
• Feedback : Complete the debriefing of every seafarer within 15 days of sign off (Officers + Ratings). Always keep checking if anyone has been treated unfairly including any trainees.
• Health and wellness (upcoming project) : Run special health and wellness programs/virtual events in the form of engagement activities for onboard and ashore Sea staff. Liaise with internal team to resolve any mental wellness issues.
• Engagement : Our Welfare team to foster a sense of belonging and togetherness through community events, support groups, and networking opportunities.
• Pre-Joining Briefing for Female Trainees : To orient and conduct a pre-joining briefing for female trainees, making them aware of all company policies and informing them about the support available from the welfare team.
• People & Process Management : Lead, mentor, and manage the performance of the Welfare Executive(s), ensuring consistent, high-quality delivery of welfare services and adherence to defined service standards. Establish and monitor welfare KPIs, oversee case closures, ensure compliance with company policies and regulatory requirements, and drive continuous improvement in welfare processes, reporting, and stakeholder communication.

Supervisory Scope

People & Work Management

• Lead, guide, and supervise the Welfare Executive(s), ensuring effective delivery of welfare services and achievement of team objectives.
• Monitor team performance, provide coaching, and ensure timely resolution of welfare cases.

Business & Stakeholder Management

• Build and maintain effective relationships with seafarers, their families, Crewing Team, and other internal stakeholders to ensure seamless welfare support.
• Manage escalated welfare matters and drive continuous improvement through analysis of feedback, welfare trends, and stakeholder inputs.

Financial & Operational Ownership

• Oversee the planning and effective utilization of the welfare budget for engagement initiatives, wellness programs, and welfare activities.
• Monitor operational performance through defined KPIs, ensuring compliance, process efficiency, and timely closure of welfare cases.

Educational Background (Required and Preferred Qualifications)

Bachelor's degree in Psychology, Social Work, Human Resources, Counselling, Behavioural Sciences, or any equivalent discipline.

Preferred Work Experience

5 to 7 years of experience in shipping or any service industry is preferred and atleast 1 to 2 years in a managerial capacity.

Functional and Technical capabilities

• Communicates clearly, professionally, and empathetically with seafarers, families, Masters, and internal stakeholders
• EQ: Identifies emotional distress, provides first-level counselling, and knows when to escalate to professional support
• Builds strong relationships with Fleet Managers, Crewing, Masters, medical providers, and families to resolve welfare issues effectively.

Competencies & Behavioral traits

• Problem solving
• Remains calm under pressure, responds promptly during emergencies, coordinates support effectively, and follows through until resolution