Employee Assistance Manager EMEA

Duties & Qualifications

The Employee Assistance Manager – EMEA leads the regional response to employee support incidents across Europe, the Middle East, and Africa, including security incidents, travel disruptions, medical emergencies, evacuations, and employee fatalities. The role ensures employees receive timely, coordinated, compassionate, and compliant support during routine operations and crisis events.

As part of the EMEA Regional Protective Services team, the Employee Assistance Manager partners will be the liaison between Global Protection and Security (GP&S) Security Operation Centers and the various key stakeholders with Human Resources, Legal, Workplace, Crisis Management, Medical Assistance providers, Travel, and external vendors to protect employees, minimize organizational risk, and support informed decision-making during high-impact incidents.

This position serves as the regional focal point for employee assistance and provides operational leadership, case coordination, and crisis support across the EMEA region.

Key Responsibilities

Employee Assistance & Incident Response

• Lead regional employee assistance efforts during security incidents, natural disasters, political unrest, and other disruptive events.
• Coordinate support for employees impacted by:
  • Travel disruptions and stranded travelers
  • Crisis-related displacement and evacuations
  • Urgent medical matters
  • Employee fatalities
  • Other employee support matters
• Ensure employees receive timely information, assistance, and access to appropriate company resources.

Crisis & Emergency Management

• Serve as the regional Employee Assistance lead during crisis activations.
• Coordinate with Corporate Security, Crisis Management teams, and external assistance providers to support affected employees.
• Track employee welfare and provide leadership with regular situation updates.
• Support regional emergency response planning and preparedness initiatives.

Cross-Functional Partnership

• Build strong partnerships with:
  • Human Resources
  • Legal
  • Workplace
  • Travel
  • Medical Assistance providers
  • Executive Leadership
• Ensure employee support activities align with company policies, employment practices, legal requirements, and regional regulations.

Case Management

• Oversee complex employee assistance cases from initial notification through resolution.
• Maintain accurate documentation and ensure appropriate confidentiality of sensitive employee information.
• Identify trends and recommend process improvements to strengthen employee support capabilities.
• Coordinate with Accenture’s Corporate Security regional leads on incident detection and management

Program Management

• Develop and maintain regional employee assistance procedures and playbooks.
• Conduct after-action reviews following significant incidents and incorporate lessons learned into future planning.
• Support training and awareness initiatives for regional stakeholders.
• Develop, maintain, and analyze regional employee assistance program metrics, dashboards, and key performance indicators (KPIs) to identify trends, measure program effectiveness, and support data-driven decision-making.
• Prepare executive-level operational reports, performance reviews, and briefing materials by consolidating data, ensuring accuracy, consistency, and timely reporting for Corporate Security leadership and key stakeholders.
• Maintain comprehensive program documentation, including standard operating procedures (SOPs), process documentation, governance materials, and audit-ready records to support compliance and operational excellence.

Support monthly and quarterly operational reviews by collecting, validating, and presenting workforce, case management, incident, and program performance metrics while identifying opportunities for process improvement and enhanced reporting capabilities.

Basic 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.

Preferred Qualifications

• Experience supporting operations across Europe, the Middle East, and Africa.
• 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) preferred.
• 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) is preferred.

Key Competencies

• Crisis leadership and decision-making
• Stakeholder management and executive communication
• Compassionate employee support
• Cross-functional collaboration
• Problem solving under pressure
• Operational planning and coordination
• Risk assessment and prioritization
• Cultural awareness and diplomacy
• Attention to detail and sound judgment
• Confidentiality and professionalism
• Rapport building skills
• Patient and empathetic attitude
• Adaptability and flexibility