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Job Summary
Requirements:First Line Response:
Proactively build relationships across regional and Head Office teams, strategically positioning yourself as the natural, trusted first port of call for risk-related matters
Serve as the primary point of contact for routine queries received via email or other channels
Provide timely, accurate first-line responses, escalating to the Head of Risk only where required
Triage incoming requests and route appropriately across the Group Risk function
Maintain availability as the out-of-hours first-line contact for incident alerts and operational queries, escalating critical matters to the Head of Risk
Incident System & Administration:
Serve as the day-to-day liaison with the case management team
Maintain and update alert distribution lists and incident WhatsApp groups
Collate incident case files including statements, timelines, correspondence and supporting documentation
Monitor progress of active incidents and keep internal stakeholders informed of developments
Support the Head of Risk during major incident or risk events
Escalate medical, legal or reputationally sensitive matters to the Head of Risk promptly
Data Management Support:
Maintain the consolidated incident data master sheet ensuring it is accurate and current
Prepare data extracts, summaries and data sets in support of quarterly ARC reports, regional board reports, and underwriter trend reports drafted by the Head of Risk
Collate and organise data from regional teams for analysis by the Head of Risk
Training Coordination & Delivery:
Coordinate, schedule and deliver risk, safety and training sessions to internal teams
Maintain and update training content on the designated LMS platform under the direction of the Head of Risk
Track training completion and refresher schedules across regions, reporting any gaps to the Head of Risk
Support the Head of HR and training teams on induction program content related to risk and safety
Assist in producing and updating training materials, SOPs and reference guides
Crisis and/or Risk Communication Support:
Monitor media and external channels for emerging risks, incidents or developments that may affect the organization or perceptions from the Trade
Escalate relevant developments to the Head of Risk and crisis communication team timeously
Assist in researching facts, gathering evidence and compiling summaries to support crisis communication responses
Document Governance & Version Control:
Maintain risk-specific documents on the Intranet, ensuring version control and accessibility
Coordinate the annual review cycle of risk policies and procedures, tracking deadlines and outstanding inputs alongside Head of Audit
Support updates to camp and office Emergency Response Plans (ERPs) in line with guidance from the Head of Risk
Assist Sales & Reservations teams with updates to documentation related to risk or insurance content
Insurance Administration Support:
Support the Head of Insurance with administrative requirements related to insurance policy management
Support Head of Quality Assurance for Air on 3rd party insurance administration requirements
Support regional teams with basic insurance cover queries and claims documentation, escalating complex matters appropriately.
Compliance & Audit Functions:
Conduct research into regional compliance requirements, regulatory environments and material risk concerns when requested
Conduct annual or ‘on-request’ risk or safety audits in operational regions
Work closely with Head of Audit on Agent audit updates.
Position audits and compliance checks as a constructive, supportive process that helps regional teams improve and stay protected, building trust and buy-in, rather than approaching the role as a policeman.
Continued Professional Development:
Keep current on the most relevant approaches and best practice related to risk management within our sector
Pursue at least one formal risk qualification or certificate over the first three years (e.g. IRMSA, ISO 31000 lead-implementer or equivalent), and with the Head of Risk’s sign-off -unless the candidate holds a degree in risk management;
Under the CPD policy ensure at least one annual risk or safety related conference, webinar or workshop is attended, with Head of Risk’s sign off
Build internal subject-matter knowledge across all KRA areas; there is genuine scope for the role to grow in responsibility over time, based on demonstrated capability and reviewed periodically with the Head of Risk.
Requirements:
Bachelor’s Degree or equivalent, in a relevant field (Business Management; Social Sciences; Economics; Law; Aviation or Communications).
At least 3+ years’ experience in a similar role
Exceptional verbal and written English skills.
The ability to translate complex issues into clear and factual summaries.
Fluency in an African language or Spanish is an advantage
Proficiency in Microsoft 365 suite is non-negotiable.
Experience in statistical tools is a significant advantage
Analytical mindset
Cognitive flexibility and adaptive thinking
Strong, adaptable interpersonal skills. The role involves supporting Group Risk in sensitive matters, as well as the ability to build a strong rapport with colleagues across several countries and handle confidential information with discretion
Comfortable adapting your working style to the culture of the country or team you're engaging with, while staying true to a culture of open, collaborative teamwork
Operational experience in Tourism, specifically the safari industry, is a strong advantage
Adaptable professionalism: we are not looking for rigid compliance officers
A basic understanding of and/ or interest in insurance and policy administration is an advantage
Must be willing to travel to operational regions
Hold a valid passport and driver’s license
Craven Cottage CC
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