Operations Coordinator – OSC

Overview

Job Description

• Direct contact and responsible to answer incoming calls, evaluate requirement and forward to relevant executive for action as required.
• Coordination and support through the International SOS Assistance Network for any security or medical support for Iqarus deployed staff on any project or operation, including Head office visitors.
• Supporting the processing of and management of insurance claims for Field Staff as required.
• Monitoring staff movement via tracking services including Track24, Intl. SOS systems, and Chubb systems.
• Review of the security status of all countries of deployment, reporting of and sharing of security alerts to all internal department as required.
• Establishment of active tracking processes for all extreme risk locations where required and support is mandated for deployments.
• Continuously review and improve OSC processes and procedures and update where required to reflect current operations activities.
• Provide travel logistics support to field staff including pre-deployment security briefings and information sharing.
• Manage and coordinate project reports and returns including Monthly Board Reports, Weekly Operations Reports, continuous reports related to field projects as required.
• Monitoring and reporting of all incidents through the established O-500-a Report Form process in Microsoft Forms from all field sites and projects.
• Manage and coordinate operations and HSE statistics from all projects and report as required to various Heads of Departments.
• Annual review of all Head Office, Project and site Business Continuity Plans (BCP) and Medical Emergency Response Plans (MERP) throughout the business.
• Management of OSC administrative processes, including accurate record keeping and ensuring registers are up to date.
• Prepare and manage any Crisis Response Team activations within the company and be the initiator of the support process. Set up and manage the CRT team and implement a call-out process as per the established procedure.
• Included in the 24/7 on call on duty roster for the OSC and establish and maintain a Duty Manager capability within the OSC as and when required to support the OSC activities.
• Coordination of Medevac missions for UAE governmental clients through the International SOS Assistance Centre.
• Included in the QMS Internal Audit annual plan of the organization to conduct internal audits on other departments.

Qualifications

Key Skills

• Demonstrable customer service and call centre skills with the ability to remain calm in demanding situations.
• Excellent IT skills and knowledge of services and divisional hardware & software including setup of new innovative systems and processes as required.
• Excellent skills related to interfaces of various tools and programs is essential, as well as gathering and interpretation of statistics, spread-sheets, databases, and general IT services.
• UAE based position, and the position has a 24 hours on-call requirement on occasion, requiring flexibility and ability to adapt to working environment.