Job description
International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting our clients’ employees first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients and their employees in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective on a global scale to protect and save lives and thereby enable our clients to achieve their business goals. As we’ve delivered on this mission over the last 35 years, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO’s and governments around the world.
Purpose of the Job:
This is an on-site position located in Feasterville-Trevose, PA.
The Security Director Assistance, Americas, is the senior dedicated security assistance leader responsible for directing and leading the security assistance for the Americas region, in line with the direction set by the Global Security Director, Assistance and in alignment with global standards, procedures and priorities.
The Security Director, Assistance oversees and owns regional security assistance response and advice to client requests for assistance and ensures effective management of all client cases to the highest levels of customer satisfaction. This role oversees the security assistance function in the North America and LATAM regions and is responsible for the professional leadership and ongoing development of the security assistance professionals in Philadelphia, as well as those in Mexico in collaboration with the Senior Security Manager of Latin America.
The individual in this position will oversee the delivery of market leading security incident management, advisory and crisis response services in the region, professionally managing a team of Security Managers and Security Specialists. The Security Director, Assistance will be responsible for ensuring operational planning and security case management guidance is done in lockstep with our intelligence assessments, ensuring operational planning and decision-making in both business-as-usual and crisis scenarios are being fed by, and aligned with, the analytical position and outlook.
The Security Director, Assistance will closely collaborate with the relevant Assistance Centre leadership personnel from the Medical, Operations, Flight Desks and Assistance Travel teams in both crisis and business as usual phases, ensuring the highest standards of security operational service delivery. Additionally, the Security Director, Assistance will oversee the implementation and continuous improvement of relevant security operational processes and ensure regional security assistance capability is scaled to meet client exposure and demand in line with global standards, regional security dynamics and commercial priorities.
Essential Job Duties and Responsibilities:
- Oversee and own regional security assistance response and advice to client requests for assistance.
- Manage International SOS’ regional operational preparedness and advice positions on the North America and LATAM regions, ensuring both are clear to Intl SOS clients and internal stakeholders to inform timely decision-making.
- Responsible for resource allocation across core security activity, including situational awareness, advice, assistance, consulting delivery, when mutually agreed with C&S, and operational readiness, according to agreed priorities, with the appropriate balance of effort between longer-term developments and current events.
- Maintain understanding of the security situation to maintain readiness to pre-emptively deploy.
- Ensure effective management of all client cases to the highest levels of customer satisfaction.
- Direction and deployment of Incident Management Team(s) to provide on-the-ground support to clients or regional assistance.
- Ensure implementation of the Global Quality Management Program across regional operations.
- Ensure all standards are met in internal documentation and process.
- Define and drive collective training, performance management and development.
- Assure quality improvement initiatives are implemented through review and training.
- Ensure adoption of best practices influencing customer brand loyalty.
- Ensure the Security Assistance team is given appropriate case management direction for the North America and LATAM regions on a standing and dynamic basis.
- Ensure the Security Assistance team has appropriate numbers and diversity of security providers and secure hotels for case management, developing action plans for the business where appropriate.
- Oversee professional feedback to Security Managers, Assistance for deliverables relating to the North America and LATAM region, building both risk management and security best practice in addition to subject matter knowledge of the regions in the team.
- Provide professional director and management to the Security Trainer, Western Hemisphere, in developing and delivering both onboarding and continuing development training to all specialists in Philadelphia and Mexico, in collaboration with global and regional L&D leaders.
- Collaborate with relevant senior stakeholders in the Assistance Centre and Flight Desk teams to ensure excellent of case management and operational planning outputs in addition to overall economy of effort.
Job Responsibilities Continued
- Direct the maintenance and building of client-facing secure hotel information, and internal security provider information ensuring it is up to date, compliant with group standards, and reflective of the current risk environment and scaled to International SOS’ analytical and operational position.
- Contribute to ensuring International SOS has a best-in-class security assistance capabilities by leading projects relating to functional enhancements, such as risk management training and Concept of Operations templates.
- As required, travel to countries in the North America and LATAM regions to assess the current security situation, local provider capabilities and expand the existing network of security intelligence and assistance contacts to further support clients and aid operational planning.
- Participation in the Level 2 regional security on-call roster.
- Ensure mutual support among the Assistance and Information & Analysis specializations through team cross training and education in order to ensure holistic Security Center readiness and resilience to manage complex and large-scale risks and capability needs.
- Provide support in management and operations to the Security Director, Information and Analysis, as needed to meet International SOS mission goals and objectives.
- As required, deliver safety and security trainings and workshops for senior audiences – especially those focused on the North America and LATAM regions – as well as engage in client specific security assistance consultancy tasks as required.
- Support the Sales and Marketing teams in the articulation of International SOS’ services and in providing senior functional expertise in the North America and LATAM region client facing forums such as webinars.
- Direct business as usual as well as crisis regional security assistance delivery.
- Deliver supervision and guidance to all regional security staff, including 24/7 escalation support to the security desks.
- Professional management including career development and succession planning of Security Managers, Assistance and Security Specialists, Assistance.
- Maintain operational and commercial relationships across the International SOS business.
- Manage the strategic regional relationships with third party security providers.
Required Skills and Knowledge:
- Extremely strong knowledge of the security risk management best practices and principals across a diversity of risk environments, supported by in-country experience in challenging/hostile environments.
- Significant knowledge of directing, planning and managing complex security assistance operations.
- Very strong knowledge of the political and security landscape within the Americas region, as well as the global security landscape.
- Excellent written and verbal communication skills including ability to explain complex situations and advice to non-expert audiences in English.
- Ability to critically analyze multiple streams of security, logistics and threat-based information under time pressure and produce actionable advice and plans of action.
- Ability to work effectively in a cross-cultural, cross functional, global, matrixed business.
- Knowledge of and experience in managing all stages of an operational intelligence cycle.
- Strong IT skills including Microsoft Office Suite and other applications.
- Educated to a degree level (or relevant professional training & experience) in a field related to security studies, war studies, international politics, international relations or similar.
- Accreditation by regionally recognized security or risk management body.
Required Languages
- Excellent spoken and written English language.
- Other language proficiency desirable, ideally Spanish language.
Travel / Rotation Requirements
- Some travel, sometimes on urgent request, including as part of an Incident Management Team
- Occasional evening/weekend work based on operational requirements.
International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
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