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Operations Coordinator – OSC

Iqarus · Media City, Dubai, ae

Entry LevelQuick applyfull-time26 days ago

About The Role

  • 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.
  • Minimum 3 years previous experience in a call centre role essential
  • Experience of assistance services operations centre would be an advantage
  • Internal Auditor accredited with LRQA
  • 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.

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