Job Description

About Crisis24



Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.



At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.



More information is available at www.crisis24.garda.com



Who We Are Looking For



GardaWorld's Cape Town Operations Centre (CTOC) operates 24/7, delivering critical journey and risk management support across Africa. The Journey Management Coordinator holds an operational role, providing leadership, real-time journey monitoring, incident response, and oversight of Controllers. This role ensures that all journey management activities are carried out in accordance with GardaWorld protocols, while maintaining a consistent standard of excellence and operational performance across the team.



What You Will Work On

Lead and supervise shift operations, providing direction and mentorship to Controllers Serve as the primary escalation point for complex or high-risk journeys and incidents Monitor client journeys via GPS and platforms, responding to alerts and evaluating risk in real time Ensure all pre-task checks and traveller correspondence are completed to standard Validate Daily Recon with vendors and escalate non-compliance or irregularities Manage the 24/7 inbox and communications queue, prioritising effectively Ensure accurate and timely documentation of all journey and incident cases Review and enhance shift handovers and incident reports for consistency and clarity Liaise with local vendors, internal teams, and clients to support journey execution and incident resolution Support the onboarding and ongoing training of Controllers and junior personnel Contribute to monthly reports, performance reviews, and incident analysis Timely and effective management of journey-related alerts, escalations, and incidents Accurate documentation and communication in all journey management cases Consistent service delivery and compliance with SOPs across the controller team Improved team performance through mentorship, training, and oversight

Who You Will Work With

The Journey Management Coordinator is accountable to the Journey Management Manager - Africa.

This role holds responsibility for:

Supervising Controllers and ensuring adherence to SOPs Responding to and managing escalations and high-risk journeys Maintaining service quality and operational continuity within the CTOC Ensuring accurate communication and documentation in line with company standards

What You Will Bring

Excellent situational awareness and decision making skills Operational knowledge of journey and risk management procedures Strong leadership and team coordination abilities Exceptional communication skills, both verbal and written High level of attention to detail and ability to work in a fast-paced environment 1-3 years of experience in an operational environment such as journey management, control room operations, emergency response, or similar Bachelor's degree in Political Science, International Relations, Risk Management, or a related field Proficiency in journey tracking systems, digital platforms, and incident response tools Familiarity with security conditions and vendor coordination across Africa Fluency in English (French or Portuguese considered an asset) Willingness and ability to work rotating shifts, including nights and weekends GardaWorld platform and SOP training will be provided

Information Security



Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.



Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.