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 travellers 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.

Welcome to International SOS, your world of opportunity.

The Regional Security Manager, Operations is responsible to the Security Director, Operations for the coordination, delivery and competency of the regional Security Operation.  In line with the direction set by the Regional Security Director, the RSM-O coordinates the resourcing and delivery of the Security Operation capability, with appropriate supervision, including 24-7 escalation, and all Security activity, including operational planning, weekly and monthly team calls, and training sessions.

The role is responsible for maintaining and improving the core competencies across the Operation in line with global standards, including implementation of the quality agenda, induction and training of new staff, and continuous development of the Security Operations team through group training and individual feedback.

Management and Leadership

• Supervision and guidance to all staff, including 24-7 escalation support to the operational desks.
• Technical delivery of all disciplines within security operation
• Direct management of 14 x Security Specialists including professional development, appraisals, performance reviews and objective setting
• Technical development of all Security Operations staff
• Coordinate recruiting and onboarding and induction as directed by Security Director, Operations

Operational Service Delivery

• Responsible for the standard of delivery across core security services, including situational awareness, case management, consulting delivery and operational planning, according to agreed priorities, with the appropriate balance of effort between longer-term developments and current events.
• Ensure correct capability is applied to the operation for high quality production of online and bespoke written and verbal content.
• Maintain awareness of the regional security situation through monitoring internal and external sources as well as maintaining relationships with internal regional experts.
• Coordinate resourcing of deployed elements, including RSC country trips and Incident Management Team deployments

Operational Planning

• Coordinate the Country Assessments Process activity by scheduling CAP reviews and ensuring attendance and monitoring actions/tasks.
• Maintain RSC contingency plans, including Concepts of Operations, Escalation Matrices and Collection Plans.
• Coordinate deployment readiness on direction from the Regional Security Director and Director, Security Operations.
• Maintain the RSC On-Call roster and Duty Supervisor roster to ensure effective support for escalations
• Coordinate RSC input to the development and maintenance of the regional provider network.

Support delivery of Consulting and Training Services

• In close cooperation with Security Director, Operations / RSM Security Solutions, coordinate Consulting and Training delivery from a pipeline of work queued by RSM Security Solutions.
• Scoping of non-standard consulting tasks as required

Quality and Training

As directed by the Quality Manager and Senior Managing Editor:

• Coordinate implementation of the Quality Management Programme across the region
• Coordinate induction and development training of regional staff (Security Specialists, CSMs, RSM Markets)
• Analyse trends within key performance indicators to identify/organise training needs as appropriate, including: routine reviews of delivered services and alerts; delivery of time-sensitive alerts; Net Promoter Scores (NPS); SLAs for critical services incl. Response lines, Situational Intelligence solutions and TravelTracker Incident Support.
• Coordinate RSC collective training, performance management and development
• Identify refinements in service delivery in line with client feedback
• Identify and maximize drivers of brand loyalty within regional client base
• Through training and feedback drive/assure alignment between internal standards and internal measure producing training needs analysis

Business Development

• Preparation, rehearsal and delivery of Assistance Centre tours
• Providing local market, customer and competitor insight.
• Provide SME support to sales meetings where required (directing production of regional Case Studies and on-boarding of TSMS, Active Monitoring, Vismo clients)

Required Skills and Knowledge 

• Strong people management, leadership and relationship skills
• Operational planning and/or implementation, for example in staff appointments in the armed services
• Risk management and/or crisis management expertise
• Excellent written and verbal communications
• Strong knowledge of the political and security landscape of the region
• High levels of attention to detail
• Strong influencing skills

Desirable Work Experience 

• Minimum of 8-10 years of relevant experience in security or intelligence operations in military, government (officer or senior NCO), or private sector roles
• Minimum of 4 years of team leadership and management, ideally including remote management
• Extensive experience in one or more of the following regions; Middle East, Africa, Eastern Europe/Central Asia
• Delivery of consulting tasks
• Development and delivery of internal and external training sessions

Qualifications 

• Undergraduate degree (or relevant professional training) in a field related to security or international relations studies.
• Accreditation by regionally recognized security or risk management body preferred

Required Languages

• Fluent English
• Fluency in other regional or commercially-viable languages is desirable; esp. Arabic, Russian, Turkish, French, German, Portuguese, Swahili, Afrikaans

Travel / Rotation Requirements

• Travel will be required from time to time to meet the requirements of the business.

Here at International SOS we will offer you an interesting, varied and challenging career, where you will have the opportunity to experience working with a diverse range of people.

Please apply online now attaching your CV.

www.internationalsos.com