Associate Director of Operations, Control Risks ONE

As part of Control Risks’ 24/7/365 global security operations capability, this role will work with the Global Head of Operations to lead the US based 24/7 Global Risk and Operations Center (“G-ROC”) team using OSINT and proprietary technology to monitor for adverse events that could impact our clients. The role will be responsible for delivering Control Risks 24/7 service which combines best-in-class technology and a dedicated team of security/intelligence professionals, bolstered by direct access to hundreds of world-class subject matter experts worldwide.

The role will also aid in responding to a portfolio consisting of the Subscriptions, Experts, Security Incident Response (SIR) and other programs. They will mentor and lead the G-ROC’s risk consultants, analysts and researchers; support a cadre of senior-level case managers across every Control Risks region and department; and supervise a high volume of work performed by various teams on complex, sensitive assignments where required. The role will also serve as the lead in first-level coordination for the firm’s evacuation response and other crisis management operations throughout the world for client and internal personnel.

Beyond managing current operations, the job purpose also includes identifying, planning and executing initiatives to improve the systems and processes necessary to grow the offering, improve quality and achieve scale.

The individual will also act as a leader in Control Risks ONE business development initiatives in the Americas region.

Role tasks and responsibilities

• Lead the Control Risks ONE Americas G-ROC team of risk consultants and researchers to advise on, monitor for, and respond to events that may adversely impact Control Risks clients.
• Responsible for the overall quality of service delivered to clients by the Americas G-ROC’s risk consultants, managing overall standards of quality through KPIs.
• Manage a team of risk consultants and researchers in the Americas G-ROC. Responsible for staffing and all scheduling requirements.
• Create, implement, and manage continuous improvements to SOPs to ensure team’s efficiency and quality client-centric support.
• Coordinate with other Control Risks operations center teams, personnel, and clients to identify and coordinate responses to risks and crises that may negatively impact operations or personnel at global, regional, and/or local levels.
• Manage senior level client interaction and serve as an escalation point for client concerns and requests.
• Serve as a primary liaison between Control Risks ONE and internal crisis management leads / evacuations coordinators.
• Ensure continuous training, cross-training, and upskilling of the G-ROC team.
• Work across regional and functional boundaries and influence the performance of temporarily assigned team members at every level of the organization, from associate consultants to partners on response cases involving analytical, security, investigative and cyber-based solutions, acting as a case manager responding to various client requirements.
• Regularly engage with senior executives from client organizations in crisis – apply in-depth knowledge of Control Risks’ full-range of capabilities (as well as the people who deliver them) to design and employ solutions that are both relevant and compliant with exacting program parameters.
• Ensure that Control Risks ONE risk consultants are fully trained and equipped to conduct case triage and deliver initial support to all relevant programs and clients, maintaining high operational standards and service excellence. Regularly engage in business development activity across Control Risks ONE and Subscriptions.

Requirements

Knowledge and experience

• 7+ years of experience with a diversified global risk consultancy or equivalent government or military service
• 3-5 years of leadership and management experience, successfully overseeing and guiding medium-sized teams in dynamic and high-stakes environments.
• Experience in managing operations and response efforts for incidents involving global security threat, for example: evacuations, armed conflict, travel security, executive protection
• Ability to deal effectively with others to collect, evaluate and organize pertinent facts and employ multi-disciplinary analysis with and without systems support.
• Demonstrable understanding of and experience with corporate security and security consulting.
• Experience in managing and resolving crises related to physical security, travel risks, evacuations, armed conflict, and other high-risk incidents.
• 5+ years of client-facing experience, delivering and/or developing business at the senior-executive level.
• 5+ years of experience managing remote, multi-cultural teams consisting