Security Manager, German Outbound Desk
- Full-time
Company Description
International SOS is the world’s leading international health care, medical assistance and travel security risk services company with over 11,000 employees, led by 1,200 doctors and 200 security specialists.
We provide a world class offering for travelers and expatriates. Every single day we are making a difference in people’s lives and able to support them when they need it the most.
The joint venture between International SOS and Control Risks combines the world’s leading medical and security risk specialists. Our combined resources and expertise provide a comprehensive suite of travel risk services for mobile employees.
Job Description
Great opportunity and new role where passion, persistence and a commercial mindset are as highly valued as technical expertise and experience. In the Security Manager role you will be the trusted security advisor to our clients in Germany. Based in our German Security Centre the role is an extension of our extensive regional and global delivery platform, with the unique challenge of delivering our quality solutions in a localised format. You will assess the specific and wider security risks, advise our clients, both travelers and managers, in the business as usual environment and during an incident, and coordinate the delivery of security assistance to your clients anywhere across the globe. You will receive extensive formal and on-job training in addition to some business travel, locally, regionally and wider, potentially as part of a deployed Incident Management Team where you would assist our clients on the ground during a major crisis.
KEY RESPONSABILITES :
Security Operations
Oversee the provision of high-quality written and verbal travel risk management advice and assistance in German, in line with agreed service delivery standards.
Create/ contribute to unique and repurposed localised content in German
Ensure manning of the German Outbound security desk as part of a wider roster
Ensure integration with Security Operations platform to ensure appropriate situational awareness of global issues affecting German outbound desk clients
Participate in the On Call roster as directed
Support maintenance of destination guides as directed
Assist in the translation and coordination of translation work of security alerts, marketing materials, operational documentation and other information from English to German and German to English
Escalate security or disruption issues affecting German business travellers in line with global reporting thresholds
Adopt regional and global quality improvement initiatives to improve service delivery
Identify when service delivery does not meet agreed standards and proactively take steps to correct
Engage with the feedback mechanisms of the Quality Management System as user and supervisor
Actively participate in Regional and Global Quality Forums to ensure quality alignment
Client Support, Consulting & Training
Support the Security elements of the Assistance Centre Experience (ACX) to visitors as part of client visits
Ensure customer feedback is captured through the appropriate channels
Support onboarding of new clients
Deliver Personal Travel Security Awareness Training (PTSAT) sessions to clients in German or English
Assist in the delivery of other types of consultancy service to clients as required
Provide business development support to Regional Security Manager Germany
in sales support meetingsConduct marketing events and webinars in German
Drive commercial opportunities including referrals to Control Risks
Assist in the localisation of new solutions
Provide feedback via the quality system on any training delivery within the region as per performance indicators
Maintain/update training slide decks to align with internal quality standards
Adopt improvement in delivery of training as articulated through the quality system feedback messaging
Escalation Management & Support
During major escalations, and supporting Client Liaison Group (when activated), lead outreach to German speaking clients with information based on the approved Party Line / Client Brief
As required, travel to support RSCs’ situational awareness, assess/develop local provider capabilities and expanding the existing network of contacts
As required, be prepared to deploy at short notice as part of an Incident Management Team
PROFILE
Proven experience in travel- or security-related field including but not limited to: military, police,
government, NGO, journalism, relevant field of academiaExperience writing for senior management and business decision-makers
Customer service/ client facing Experience of writing and presentation for a business audience
Qualifications
- Native German, excellent English (spoken and written). Another language is a plus.
Client-oriented, commercially minded
Proven interest in international affairs and the global security
environmentExcellent written and verbal communication skills in French and English
Ability to explain complex situations to a non-expert
Ability to work to tight deadlines and under pressure
Experience in Crisis Management
IT skills, including Microsoft Office Suite and other applications
Willingness to work staggered shifts outside of normal duty hours
International experience (work and/or personal)
Additional Information
Please send a CV and Cover Letter.