Safety & Incident Response Manager

vor 3 Wochen

Zurich, Schweiz EF Educational Tours Vollzeit

With one shared mission of opening the world through education, EF is a multicultural and multilingual community of team members working across 55 countries all around the world. Bring your talents, your perspective, and your ambition. In return, we offer a vibrant, dynamic working environment, and a fulfilling international career.

**EF Educational Tours** makes it possible for thousands of North American students every year to see the world and discover new cultures through our professionally guided tours.

We are now looking for a flexible and **driven leader with attention to detail and a nothing is impossible mindset** to join our Operations team in our dynamic and multi-national Production Headquarter in Zurich.

You and your team of specialists will be responsible for our customer risk and safety management. You will oversee the team’s daily case management, ensuring that protocols and process are followed in line with our Safety-First program and timely and effective communication with various departments is at its highest standard.

**WHAT YOU WILL DO**

In your role as Manager, **your **number one job will be to make sure you have a **strong and motivated team** that consistently ensures a memorable experience for our customers.

You and your team will contribute through:

- **_Manage the communications_** - systems and processes related to our 24/7 incident response setup.
- **_Manage on-tour incidents_** - ranging from operational issues (e.g., hotel or bus issues) to medical incidents to acts of terror
- **_Have overall responsibility_** - for Global Incident Response for incidents occurring during your local business hours
- **_Develop and execute training_** -for relevant parties about their respective safety and emergency response responsibilities
- **_Collaborate with regional operations teams_** - to implement controls which mitigate risk to operational components (e.g., hotels, activities, Tour Directors, etc.)
- **_Oversee the execution of controls_** - in order to ensure compliance
- **_Perpetuate a culture_** - of safety throughout the organization
- **_Promote risk management standards - _**as aligned with the ISO 31000: 2018 Risk Management - Principles and Guidelines and ISO 31030: 2021 Travel risk management -Guidance for organizations
- **_Innovate in partnership_** - with the operations teams, sales and regional offices to drive process and procedural efficiencies
- **_Accountability and Team commitment_** - As the Safety and Incident Response Manager you know you can never predict when our travelers on the road might face unexpected disruptions and emergencies. You are committed to your team members as much as you are to our customers’ experience meaning you are there to support. You will be part of the team that will take shifts and act as the Manager on Call outside of office hours, including evenings and weekends, as well as support as needed for the most escalated emergency cases owned by the Director and VP.

**OBJECTIVES FOR THIS ROLE**
- Contribute to a culture of proactive risk management with an ongoing desire to continue to improve and train on EF’s Safety-First program within their team and across departments.
- Increase NPS score for tours with incidents through effective communication, support, and training of Tour directors.
- Develop a strong and thriving team of specialists through a successful onboarding experience, on-going professional development, creative problem-solving approach and emphatic leadership style.

**YOU**
- A strong leader who cares about your team and to bring out the best in your people.
- Good communication skills and empathetic approach
- Can influence others positively and get buy in
- Accountable and takes ownership
- Use of good judgement and ability to make quick decisions with small or big scenarios.
- Ability to weigh different options and think several steps ahead.
- Have a positive mindset with a can-do attitude
- Resilient and doesn’t bend under pressure
- Have one to three years of leadership experience in customer service/sales/operations experience.
- Fluent in English and preferably one other European language
- Regional knowledge and EF Tours experience is a bonus

**WHY YOU WILL LOVE WORKING WITH US**

People at EF make things happen. We encourage you to take full ownership of your work, regardless of your level or experience. EF team members often say we operate like the world’s largest startup because this boundless entrepreneurial spirit is built into our organization’s DNA.

EF offers a **wide range of benefits** ready for our team members to enjoy during weekends, after work and with friends & family, including:

- Discounted passes to local destinations and tourist hot-spots such as mt. Titlis or Kunsthaus Zurich.
- Full reimbursement of the SBB ‘halb-tax’ travel card, covering country-wide public transportation.
- Free membership for our newly built gym or get involved with our variety of sports teams.

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