Risk Coordinator

PRIMARY PURPOSE

To provide critical operational and administrative support to the Head of Risk in managing Group risk functions across our diverse operating countries — 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. Wilderness operates across many different countries and cultures, so this role calls for genuine cultural sensitivity and awareness — the ability to read and respect the context of each region we work in. Trusted relationships, built respectfully across teams, countries and working styles, are just as important to getting this function right as the administrative process itself.

This position is based in Johannesburg.

Detailed Responsibilities

First line response

• Proactively build relationships across regional and Head Office teams, strategically positioning yourself as the natural, trusted first port of call for risk-related matters;
• 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 Wilderness24 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.
• Position audits and compliance checks as a constructive, supportive process that helps regional teams improve and stay protected — building trust and buy-in, rather than approaching the role as a policeman.

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; there is genuine scope for the role to grow in responsibility over time, based on demonstrated capability and reviewed periodically with the Head of Risk.
• 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:

• 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
• Digital literacy: Proficiency in Microsoft 365 suite is non-negotiable. Experience in statistical tools is a significant advantage

Skills:

• Analytical mindset
• Cognitive flexibility and adaptive thinking
• Strong, adaptable interpersonal skills. 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;
• Comfortable adapting your working style to the culture of the country or team you're engaging with, while staying true to Wilderness's own culture of open, collaborative teamwork;
• Operational experience in Tourism, specifically the safari industry, is a strong advantage;
• 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.

Apply for this position with us on WhatsApp. Simply send the word ‘Hi’ to +260761166303