To provide subject matter expertise and guidance on shift, improving the quality and consistency of delivered services and deal with any operational issues / challenges such as resolving personnel capability and procedural shortfalls to ensure a safe, efficient and service oriented work environment in compliance with regulatory, legal and safety requirements and standard operating procedures.
Job Outline:
Plans observation schedule for Department ensuring a balanced distribution of observations
- Delivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actions
- Coach staff on the required skills, knowledge, and behaviours to work safely. Provide support, direction and act as a role model for the desired safety behaviours and leading with safety
- Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures
- Escalates behavioural and procedural matters to the Service Delivery Manager
- Complies with all relevant safety, quality, training, operational and environmental management policies, procedures and controls to ensure a healthy, respectful and safe work environment
- Takes a leading role in times of disruption, crisis management and fall back to ensure timely resumption of standard operations when directed by the Department Controller or Service Delivery Manager
- Deals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team is communicated to
- Identifies any non-conformance and discrepancies in processes and ensures that the appropriate corrective action are implemented in line with regulations and SLAs
- Provides independent advice and technical expertise to the operational teams to improve performance and quality of service delivery
- Develops and compiles reports as requested by Department Management
- Prepares audit plans and conducts audits (internal and external) as directed by Department Management and makes recommendations to support implementation of corrective actions
- Carries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department Management