Global Operations Coordinator

3 days ago

Singapore Crisis24 Full time

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.
Who We Are Looking For
To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively.
What You Will Work On
- As the initial “face” of Crisis24, you are an ambassador for professional customer service delivery and operational excellence
- Opening all new cases in the Crisis24 case management system ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and integrity of data captured
- Seamlessly triaging calls and interface with other teams including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders
- Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management
- Updating dedicated client SOP’s and returning to the client/account manager
- Prepares case management reports for clients to document actions undertaken
- Prepares monthly reports for clients to be sent by the 10th business day of each month
- Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day
- Supporting case management and closure on the Medical Specialist team’s agenda
- Be responsive and empathetic to the needs of clients, customers and colleagues
- Takes a proactive approach to information security and report any information security incidents or potential information security threats to the Information Security Officer

Who You Will Work With
The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management.
Internally, you will work closely with the Crisis24 medical team, Medical Operations Specialists and Security Operations Specialist.
What You Will Bring
- Professional communication skills
- verbal, written and interpersonal
- Enjoys engaging with people, taking inbound calls, making outbound calls, and is empathetic
- Ability to work well under pressure in a fast-paced environment and multi-task
- Effective time management and ability prioritize workload
- Solid understanding of Crisis24 suite of service offerings and how we deliver them, or ability to acquire understanding

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.

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