PRIMARY PURPOSE
To provide critical operational and administrative support to the Head of Risk in managing Group risk functions- including but not limited to the day-to-day response and support on risk related queries; liaison with the Wilderness24 incident management capability; risk data management and document governance; regional safety and risk training co-ordination, delivery and audits; insurance administration and risk communication support.
*This position is based in Johannesburg.
Detailed Responsibilities
First line response
- 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 and administration
- Serve as the day-to-day liaison with the WS24 case management team;
- Maintain and update Wilderness24 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 Co-ordination and delivery
- Coordinate, schedule and deliver risk, safety and Wilderness24 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 Wilderness 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 Wilderness24, 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 Wilderness Air on 3rd party insurance administration requirements;
- Support regional teams with basic insurance cover queries and claims documentation, escalating complex matters appropriately.
Compliance and 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.
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 Wilderness 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; the role is positioned as a Head of Risk succession candidate over a three- to five-year horizon, reviewed annually with the Head of Risk and CRAO.
- Maintain Wilderness confidentiality at all times in line with the employment contract.
CANDIDATE PROFILE
Qualification:
- Bachelor’s Degree or equivalent, in a relevant field (Business Management; Social Sciences; Economics; Law; Aviation or Communications).
Experience:
- Digital literacy: Proficiency in Microsoft 365 suite is non-negotiable. Experience in statistical tools is a significant advantage.
- Language: 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.
Skills:
- Analytical mindset
- Cognitive flexibility and adaptive thinking
- High emotional intelligence (EQ). 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;
- Experience in Tourism, specifically the safari industry, is a strong advantage;
- Previous experience in a risk or incident management, or insurance, desirable;
- 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;
- Must hold a valid passport and driver’s license.
Interests:
A passion for wildlife and a commitment to sustainability and conservation.