Position Summary / Job Purpose: 

The Lead, Crew Readiness Operations is a people manager position and is in charge of overseeing the daily operations, execution of all onboarding aspects of the employee experience (including all respective aspects of C- TRAC and other HR systems), supervises Operations Representatives, Specialists, and Supervisors who focus on onboarding of new hires and returning crew members of all shipboard roles. This individual is also responsible to ensure all SOPs are updated and followed carefully, and he/she must ensure that all requirements are being met in a timely manner while providing superior customer service. 

 

Essential Duties and Responsibilities: 

Collaborates with various teams to create process within C-TRAC and other HR systems and tools; implements changes as needed to efficiently and effectively process crew members. 

Manages the specific Crew Readiness Team’s performance through regular supervision, mentoring, and coaching. 

Proactively seeks latest updates as to the documentary requirements of crew members. Then, guides and coaches all his/her direct reports to ensure they are maximizing the customer experience and implementing the correct processes. 

Liases with various internal and external teams (RCCL Crew Management team  - Recruitment, Visa and POEA) to build a strong collaboration and thereby meet the standard requirements. 

Liaises with the Recruitment associates, Recruiters, Schedulers, Crew Assist, Hiring Managers when appropriate, to meet hiring and scheduling needs in a timely manner. 

Establishes SOPs and tools to increase his/her team's efficiency, focusing on continuous improvement and alignment with all crew administration requirements. 

Works diligently to resolve all onboarding related situations and escalates any irregularities to the Manager, Employee Services and Administration. 

Directs and performs all administrative tasks related to the onboarding of shipboard employees. 

Monitors, analyzes (through the relevant systems – e.g. RCLAnalytics), and consistently meets or exceeds the performance metrics set by the management team 

Prepares various reports as required, including, but not limited to, status reports, analysis, and lists of talent pools, including relevant analysis and proposals for improvement