Employee Assistance Officer Manager APAC
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Lead regional employee assistance efforts during security incidents, natural disasters, and political unrest across APAC. Coordinate support for stranded travelers, evacuations, and urgent medical matters while serving as the focal point for crisis activations. Partner with Human Resources, Legal, and external providers to ensure timely, compliant support and track employee welfare. Oversee complex cases from notification through resolution, maintain confidential documentation, and develop regional procedures and playbooks. Prepare executive reports, analyze program metrics, and conduct after-action reviews to drive process improvements. Maintain accurate records and support training initiatives for regional stakeholders.
Required Qualifications
- Bachelor's degree or equivalent experience
- 3+ years of experience in one or more of the following: Corporate Security, Crisis Management, Employee Assistance, Emergency Management, Risk Management
- Willingness to participate in an on-call rotation and respond outside normal business hours when required
Desired Qualifications
- Experience supporting operations across APAC
- Familiarity with international travel risk management and emergency assistance providers
- Knowledge of regional employment laws and privacy regulations impacting employee support
- Experience working within a global Corporate Security organization
- Crisis Management, Emergency Management, or Business Continuity certification (e.g., CBCP, MBCI, CEM)
- Experience managing complex employee incidents involving medical, travel, or security-related issues
- Demonstrated ability to coordinate cross-functional stakeholders during high-pressure situations
- Strong understanding of crisis management principles and incident response
- Excellent written and verbal communication skills
- Ability to handle highly sensitive and confidential information with discretion
- Experience working across multiple countries and cultures
- Experience developing operational metrics, dashboards, and executive reporting
- Demonstrated experience managing incident reporting, case management systems, and documentation processes
- Ability to assess incident severity and appropriately escalate sensitive matters to executive leadership and cross-functional stakeholders
- Strong analytical skills with experience identifying trends and translating data into strategic recommendations
- Proficiency with reporting and case management tools (e.g., ServiceNow, Power BI, Archer, or similar platforms)
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