Security Director, Assistance

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.

Overall Description:

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. 
 

Responsibilities:

Core Client & Internal Support: 
•    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 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. 
•    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