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Vakanz: Security Manager, German Outbound Desk, Frankfurt … m/w

BESETZT: Great opportunity and new role where passion, persistence and a commercial mindset are as highly valued as technical expertise and experience. In the Security Manager role you will be the trusted security advisor to our clients in Germany. Based in our German Security Centre the role is an extension of our extensive regional and global delivery platform, with the unique challenge of delivering our quality solutions in a localised format. You will assess the specific and wider security risks, advise our clients, both travelers and managers, in the business as usual environment and during an incident, and coordinate the delivery of security assistance to your clients anywhere across the globe. You will receive extensive formal and on-job training in addition to some business travel, locally, regionally and wider, potentially as part of a deployed Incident Management Team where you would assist our clients on the ground during a major crisis. 


Security Operations

  • Oversee the provision of high-quality written and verbal travel risk management advice and assistance in German, in line with agreed service delivery standards.
  • Create/ contribute to unique and repurposed localised content in German
  • Ensure manning of the German Outbound security desk as part of a wider roster
  • Ensure integration with Security Operations platform to ensure appropriate situational awareness of global issues affecting German outbound desk clients
  • Participate in the On Call roster as directed
  • Support maintenance of destination guides as directed
  • Assist in the translation and coordination of translation work of security alerts, marketing materials, operational documentation and other information from English to German and German to English
  • Escalate security or disruption issues affecting German business travellers in line with global reporting thresholds
  • Adopt regional and global quality improvement initiatives to improve service delivery
  • Identify when service delivery does not meet agreed standards and proactively take steps to correct
  • Engage with the feedback mechanisms of the Quality Management System as user and supervisor
  • Actively participate in Regional and Global Quality Forums to ensure quality alignment

Client Support, Consulting & Training

  • Support the Security elements of the Assistance Centre Experience (ACX) to visitors as part of client visits
  • Ensure customer feedback is captured through the appropriate channels
  • Support onboarding of new clients
  • Deliver Personal Travel Security Awareness Training (PTSAT) sessions to clients in German or English
  • Assist in the delivery of other types of consultancy service to clients as required
  • Provide business development support to Regional Security Manager Germany in sales support meetings
  • Conduct marketing events and webinars in German
  • Drive commercial opportunities including referrals to Control Risks
  • Assist in the localisation of new solutions
  • Provide feedback via the quality system on any training delivery within the region as per performance indicators
  • Maintain/update training slide decks to align with internal quality standards
  • Adopt improvement in delivery of training as articulated through the quality system feedback messaging

Escalation Management & Support

  • During major escalations, and supporting Client Liaison Group (when activated), lead outreach to German speaking clients with information based on the approved Party Line / Client Brief
  • As required, travel to support RSCs’ situational awareness, assess/develop local provider capabilities and expanding the existing network of contacts
  • As required, be prepared to deploy at short notice as part of an Incident Management Team


  • Proven experience in travel- or security-related field including but not limited to: military, police, government, NGO, journalism, relevant field of academia
  • Experience writing for senior management and business decision-makers
  • Customer service/ client facing Experience of writing and presentation for a business audience

Desired Skills and Experience

  • Native German, excellent English (spoken and written). Another language is a plus.
    • Client-oriented, commercially minded
    • Proven interest in international affairs and the global security environment
  • Excellent written and verbal communication skills in German and English
  • Ability to explain complex situations to a non-expert
  • Ability to work to tight deadlines and under pressure
  • Experience in Crisis Management
  • IT skills, including Microsoft Office Suite and other applications
  • Willingness to work staggered shifts outside of normal duty hours
  • International experience (work and/or personal)



Security Manager, German Outbound Desk

International SOS

Frankfurt am Main, Germany


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