*Response Operations IRM Director, Assistance Solutions

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About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

Crisis24's IRM-Global Operations Division is seeking an exceptional Director, Assistance Solutions to join
our global team. This role involves global leadership of an Assistance Solution function that drives the
highest standards of Governance, Quality and Training as the foundations of Global Operations. You will
need to lead your team to ensure Assistance is properly integrated with the overall Integrated Risk
Management solution. As a senior member of the Global Operations leadership, you will contribute to the
strategic direction and focus of the function with a clear lens on service excellence.

The Director, Assistance Solutions will build and manage an overall Business Management System
(BMS) with a focus on Governance and building out a strong Quality Management System (QMS). This
includes the production and maintenance of Standard Operating Procedures (SOPs) to underpin best
practice and consistency across the global platform.

In this role, you will also build the structure and doctrine for a global operations training capability and
manage the Global Operations training team. You will also own operational reporting for both internal
communication and client reporting.

The role reports directly to Senior Vice President, Global Operations.

Reporting to the Director, Assistance Solutions are the Head of Quality and Governance, Head of
Training, Customer Success Manager and Data Manager, Assistance Solutions.

What You Will Work On

In this role, you will lead a skilled Assistance Solutions team and uphold high standards of
professionalism, consistency, and operational excellence. Your key responsibilities include:
• Quality and Governance: Build and own a robust quality management system and interface with
legal on compliance and risk management.
• Training: Build a Global Operations training capability from strong doctrine and quality
management.
• Customer Engagement and Client Reporting: Streamline medical/security client
implementation and onboarding to ensure 'one team' client facing approach to developing SOPs
and assistance delivery model.
• Global Lead for Signing DBAs: Liaise with all major client insurers to ensure our
comprehensive medical/security response offer reduces sales and billing friction.
• Leadership: Senior Leader of the Assistance Solutions function and a key part of the overall
Global Operations leadership team.
• Specific responsibilities include:
o Support Human Resources with recruitment for Assistance Solutions professionals.
o Build and maintain Global SOPs.
o Manage platforms, technology, and call-handling software.
o Ensure compliance with company policies, particularly in Information Security and Data
Protection.
o Provide executive subject matter expert support to existing clients and prospects.
o Develop Assistance Solutions based on specifications from senior management or client
requirements.
o Ensure the Assistance Solutions team understands internal and external costs for solutions
and emergency tasks.
o Compile post-operation reports for both internal improvements and external marketing.
o Manage the Assistance Solutions team
o Manage local projects within a project management framework.
o Support internal and external audits.
o Work in partnership with commercial teams in building client relationships and supporting
client meetings.
o As a member of the extended Global leadership team, drive and contribute to the global
mission.

What You Will Bring

We are looking for a candidate with extensive experience in medical operations and assistance.
• Experience: Minimum 5 years of Assistance Solutions experience:
o Preference for individuals with in-country experience in higher risk locations.
o Preference for experience in the medical assistance industry including managing multichannel/
multi-functional sites.
o Experience in travel, travel risk management and medical services sector.
• Education: Bachelor's degree in business related discipline, international studies, development,
or related fields, or 5 years of direct experience in global assistance.
• Key Skills:
o Strong knowledge of assistance solutions, business, quality management and training.
o Strong people leader driving a motivated, high-performing and supportive culture.
o Excellent communication skills - able to convey complex information clearly and
concisely.
o Proficiency in MS Office and the ability to learn new systems.
o Time management skills with the ability to prioritize tasks.
o A team player who can handle additional responsibilities with professionalism.
o Fluency in English.
• Additional qualifications that would be a plus:
o Experience in psychological first aid.
o Other language skills are advantageous.
o Experience in emergency management, call center, or expatriate settings.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

Other details

• Job Family Global Assistance & Response
• Pay Type Salary
• Job Start Date Tuesday, October 1, 2024

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