Overview

The Operations Analyst works in the 24/7/365 Global Security Operations Center (GSOC) and provides support for daily operations as necessary. GSOC operations analysts must have a well-rounded security and crisis management background and be comfortable working in stressful and rapidly changing situations, including crises scenarios. Analysts must have excellent crisis response and emergency management skills, logistical experience, as well as an intuitive understanding of international security and its implications on physical security or crisis management. Analysts with additional specializations in the security industry are particularly pertinent. Global travel, direct operational or physical security experience and multi-cultural/linguistic backgrounds are preferred. Principle responsibilities:SUPPORT – provision of support to provide Intelligence and Operational products and servicesThe Operations Analyst will support GSOC crisis response operations.Analyst must be able to handle extremely stressful crisis situations in a calm and efficient manner and able to communicate information with the same composure and clarity to clients in high-risk environments/scenarios.Create, review and consistently maintain operational protocol documentations; ensure availability to and education of GSOC members.Source operational costs from vendors and create cost proposals for clients; interact with accounting division when necessary for payment of operational services.Monitor GSOC inbox for all emails/requests pertaining to crisis response/operations; ensure all applicable emails are acknowledged and actioned.Handle intake and carry out response process for individual crisis/security cases as well as during large-scale evacuation or emergency scenarios.Collaborate with Intelligence Analysts regarding on-the-ground conditions and operational abilities during crisis events and individual case management.Provide support to Intelligence Analysts and/or clients requesting operational information.Brief clients, internal stakeholders and/or leadership on operational cases and processes as necessary.Maintain close contact with vendors and internal stakeholders as well as any relevant government or international entities.Manage GSOC involvement and duties associated with Travel Tracer travel tracking system; run reports and proactively contact clients when personnel are noted in affected locations.Build and maintain internal vendor network; and provide support for sourcing and vetting acceptable vendors for AIG.Carry out special projects as tasked by leadership. ENGAGE – Assist with Security Intelligence and Operational Product developmentAssists in the creation of operational security response plans and services for global client operations.Proactively determine available resources and best courses of action to deal with potential security cases in potential global hotspots identified in coordination with Intelligence Analysts.Interact with account managers, Assistance Centers, leadership, medical team and/or other internal stakeholders to ensure product/services integrity and education.Be proactive during operations or crisis response to ensure that relevant tracking systems are up to date during a security event.Coordinate security vendors and arrange relevant operational services as dictated by leadership/supervisors.Update internal tracking documents accordingly. Document all notes and correspondence connected to cases in Liberty system and operations trackers.May involve interaction with legal, marketing and compliance divisions to ensure compliance to AIG standards and policies.Respond to phone calls to the GSOC loop line; provide excellent customer service when dealing with clients. DEVELOP – Enhance Products and Services – development of products through knowledge of the region and unique requirements in the region.Assists in the development of divisional operations tools to aid or enhance crisis response and/or evacuations response operations.Maintain knowledge of global developments; contribute ideas for refinement of existing products or creation of new products to meet demands.Collaborate to provide crisis planning and response reports and assessments to client operations.Proactively seek to develop new operational products and services.Actively engage existing and new vendors; maintain records and update accordingly.Proactively reach out and notify various Assistance centers, Security Mangers when pertinent developments arise; maintain close contact and collaboration with NY GSOC. Operating EnvironmentThis role involves interaction with the AIG Global Security Operations Centers, Regional Security Teams, AIG Travel medical and operations teams, and other AIG Travel worldwide claims operations. The GSOC is a 24/7/365 operation, and all analysts work various shifts to ensure coverage during nights, weekends and holiday hours. Key Relationships Internal: AIG Global Security Team and other AIG Travel Assistance Centers.External: Key customers and distributors, security providers, security intelligence network. Job Requirements:Bachelor’s degree required.At least 3-5 years of experience in a role coordinating operations or logistics preferred. Military experience is a plus.Excellent reading and writing abilities; strong attention to detail and consistent, thorough grammatical knowledge is crucial.Extensive knowledge and understanding of current global geo-political activity, threat conditions, and government structures.Must have a strong working knowledge of Microsoft Office Suite; experience in Adobe Photoshop is a plus. Mapping experience also preferable and/or experience with Google Earth.Able to work with limited supervision and resources – must have a ‘can do’ attitude.Strong organizational skills needed; able to prioritize tasks and meet deadlines.Must be able to work on a shift rotation to include evenings, overnights, weekends, holidays, etc.Well-developed communication, interpersonal and presentation skills. Job Challenges:Ability to learn quickly and be a self-starter, able to complete tasks and assignments with little guidance or oversight. Clear and concise writing skills are also critical.Must be able to work in a fast-paced, stressful and rapidly changing environment, as many cases are generated with little forewarning and require quick responses.Ability to take new direction from superiors and incorporate processes into work.Attention to detail is crucial; must be able to identify gaps in information and propose best courses of action.To be flexible to undertake a variety of security related projects and issues.Work across multiple time zones; shift work is necessary in a 24/7/365 environment.Ability to work with time sensitive and confidential information.Knowledge of global news developments, history, geography and/or security industry will be necessary.Other dimensions:The job holder may be required to undertake travel.In addition to normal office hours, the job holder will need to be flexible to work outside of core office hours e.g. during operational support activities, conference calls with people in countries on other time zones or run with major security events as they develop.About AIGAmerican International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States.AIG Property Casualty is a global market leader, one of the few truly global property casualty franchises.AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.United Guaranty Corporation is the marketplace leader in mortgage insurance in the U.S.Additional information about AIG can be found at www.aig.com | YouTube: www.youtube.com/aig | Twitter: @AIG_LatestNews | LinkedIn: www.linkedin.com/company/aig