Role purpose
The Senior Consultant, Travel Risk Management (TRM), will establish and lead a China-based delivery capability for TRM services. Based in Shanghai and working as part of the Operational Security team, the role will act as the primary local owner for service delivery, stakeholder coordination and operational implementation. The Senior Consultant will ensure that services are delivered consistently, efficiently and in line with agreed standards, while building a scalable local capability that integrates effectively with GROC and relevant partners.
Role tasks and responsibilities
Service delivery leadership: Lead day-to-day delivery for TRM offers, ensuring service quality, responsiveness and alignment with contractual commitments.
Stakeholder engagement: Act as the primary China-based point of contact for key external stakeholders, internal teams and local partners, maintaining clear communication and effective working relationships.
Operational implementation: Establish operating procedures, escalation protocols, training programmes and quality controls to support consistent and scalable delivery.
Case coordination: Coordinate security assistance cases, service requests and operational responses, escalating complex or high-risk matters appropriately.
Security advice: Provide timely, practical travel risk and security advice to Mandarin- and English-speaking stakeholders, drawing on Control Risks’ intelligence and operational capabilities.
Performance oversight: Monitor service performance, prepare regular management reports, identify trends and recommend improvements to processes and client outcomes.
Capability building: Serve as the first China-based delivery lead within TRM, building local knowledge, partner networks and operational capability as demand grows.
Continuous improvement: Capture lessons learned, maintain service documentation and support the ongoing development offering.
Additional duties: Undertake other reasonable duties that support the Operational Security team and broader business objectives.
Requirements
Education and experience: Bachelor’s degree in security studies, international relations, risk management, business or a related discipline, or equivalent professional experience. Typically five or more years’ relevant experience in travel risk management, an assistance centre, a GSOC or a related consulting environment.
Service delivery: Demonstrated experience implementing and managing operational services, procedures and performance standards across multiple stakeholders.
Case and incident management: Proven ability to assess security-related requests, coordinate appropriate responses and remain effective during urgent or complex incidents.
Operating environment: Strong understanding of the security, regulatory and operational environment in mainland China and abroad; experience working with local partners and service providers is preferred.
Stakeholder management: Ability to build trusted relationships with clients, partners and colleagues at different levels and across cultures.
Communication skills: Professional fluency in Mandarin and English, with excellent verbal and written communication skills in both languages.
Analytical and reporting skills: Strong judgement and analytical capability, with experience preparing concise operational reporting, identifying trends and recommending practical improvements.
Training and process development: Experience developing standard operating procedures, escalation protocols or training materials is highly desirable.
Personal effectiveness: Self-motivated, organised and comfortable taking ownership in a new capability, while collaborating closely with regional and global teams.
Discretion: Sound judgement and the ability to handle sensitive client and operational information appropriately.