Global Operations Coordinator

1 week ago

Cape Town, South Africa EXOP GmbH Full time

At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work - and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested?

**Position Overview:
- The Global Operations Coordinator is responsible for general and emergency assistance to a worldwide client base utilizing the operations protocols and other client focused procedures. Shift work is required, to include regular exposure to nights, weekends (differential is paid for shift hours) and holidays.**Essential Duties/Responsibilities:
- Serves as a team member in the 24/7 Global Operations Center: interface with security and intelligence Subject Matter Experts (SMEs) who support a wide range of security and risk mitigation products and services
- Aids client travelers, expats and others as the first point of contact
- Prepares case management reports for clients to document actions undertaken
- Responds to various mobile device communications from personnel in high-risk locations
- Utilizes Worldcue platform to extract, format and summarize data that informs client of potential risk to organizational assets during critical events
- Interfaces with mapping products/API’s to identify locations of events, transportation routes and designated areas
- Prepares and updates operational maps
- Maintains contact metrics for reporting of daily/monthly hotline activity
- Builds custom client protocols that serve as directives for addressing hotline contacts
- Adheres to applicable information security procedures and policies as updated from time to time on the ISMS
- Reports any information security incidents or potential information security threats to the Information Security Officer
- Takes a proactive approach to information security
- Other duties as assigned

**Experience, Functional and Technical Requirements**:

- Bachelor's Degree in International Studies/Development/related filed; or 4 years’ direct experience in emergency/crisis response, military or response centers that require communication skills during high operational tempo
- International studies, Emergency Management, Travel, Call Center and/or Expatriate experience desired
- Experience in Psychological First Aid, a plus
- Must have the ability to work in South Africa without any restrictions

**Skills/Abilities:
- Excellent oral and written communications skills - convey complex details of situational information to duty personnel and client POC’s in accurate and concise manner. Knowledge of French a definite plus
- Well-developed sense of judgment, critical thinking, and analytical and interpersonal skills
- Adaptable to frequent changes in environment
- Familiarity with global events, security issues and other operational risk concerns to international organizations
- Must be able to effectively respond to client travelers experiencing dynamic/emotional situations
- Must be able to multi-task with great attention to detail and time management
- Must arrive on time for all shifts, understand working in a shift environment, and be a cheerful team player

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment without regard to race, religion, gender, sexual orientation, national origin, age, veteran or disabled status, or any other protected class.

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