GardaWorld is establishing a 24/7 Operations Centre in Cape Town to enhance support for our clients and operational teams across Africa. The Journey Management Controller is responsible for real-time monitoring of platforms, systems, and communications, serving as the first line of response in journey management, incident handling, and operational coordination. The role ensures client journeys and alerts are continually observed and managed in line with GardaWorld protocols.
What You Will Work On
- Ensure pre-task correspondence is shared with the travelers
- Monitor client journeys, GPS tracking, platform alerts, and panic alarms to maintain situational awareness
- Respond to inbound communications (calls, emails, system notifications) and escalate in line with SOPs
- Liaise with local vendors, internal teams, and clients to ensure timely and effective operational support
- Ensure Daily Recon is done with vendors
- Log all case information accurately using GardaWorld’s systems
- Manage the 24/7 inbox and communications queue, ensuring prompt responses and triaging
- Support incident reports, shift handovers, and monthly reporting duties
- Participate in a rotating shift schedule, including night and weekend shifts
- Real-time monitoring and proactive response to incidents and alerts
- Timely and accurate communication with internal and external stakeholders
- Comprehensive case documentation and reporting
- Operational support for journey management and risk response across Africa
- Effective coordination with third-party service providers and vendors
The Journey Management Controller is accountable to the Journey Management Manager – Africa. They are responsible for the accuracy of monitoring, responsiveness to incidents, the quality of internal and client communication, and adherence to operational protocols.
What You Will Bring
- Strong communication skills (verbal and written)
- High attention to detail and ability to follow structured procedures
- Ability to perform under pressure in a dynamic environment
- Empathy and a client-service orientation
- Operational awareness and understanding of journey/risk management principles
- Team player with strong collaboration and coordination skills
- Proactive approach to security and incident management
- Experience in a control room, contact centre, emergency response, or security operations
- Proficiency with digital monitoring systems and communication tools
- Familiarity with journey management platforms and procedures is an asset
- Fluency in English (additional languages such as French or Portuguese are a plus)
- Previous experience working with vendors or clients across Africa preferred
- Availability to work shifts, including nights and weekends
- Training will be provided on GardaWorld systems and SOPs