GSOC Programme Specialist / Team Lead

Control Risks is looking for a GSOC Team Lead to lead a newly formed GSOC programme for a global technology company, based in Singapore. Whilst this role will be scheduled on a general shift, the team will provide continuous 24/7 coverage of the client's operations in APAC and other global regions, and will operate on a rotational shift basis. This role will play a major part in the growth and development of the team, working directly with the client to improve and develop SOPs, while making recommendations for team growth.

Additionally, the Team Lead will oversee daily operations, guide and mentor team members, and ensure high-quality delivery of services in alignment with the client’s goals. The role will balance hands on support with leadership responsibilities, driving process improvement, and serving as a key point of contact between Control Risks and the Client

To be considered for this role, candidates should be currently based in Singapore and hold full work rights.

Responsibilities:

• Responsible for staff onboarding, training, drilling, quality inspection, shift rostering, developing SOPs and other operation management;
• Provide regular & ad hoc business reports per client requirements;
• Lead operation process optimization, identify problems or risks in the workflow, submit improvement plans, and assist in solving them;
• Regularly liaise with client to ensure that client's issues are resolved in a timely manner, and ensure GSOC Analysts & Shift Leaders are aligned with overall vision/strategy;
• Step in to support GSOC operations, as needed
• Conduct regular check-ins, provide coaching and feedback, manage performance reviews and improvement plans, and support career development with the members of your team.
• Serve as the main liaison between team members and ECS programme management team, ensuring timely program and personnel updates and controlling quality on client deliverables.
• With the support of the Talent Acquisition team, participate in hiring processes ensuring team resourcing aligns with client expectations and program needs.
• Lead onboarding tasks (e.g., joiner tickets, scheduling, equipment, success plans), manage offboarding logistics and leaver tickets, and ensure operational continuity.
• Manage team schedules, approve PTO, ensure timesheet compliance, and maintain a consistent high-quality service to the client.
• Working closely with the ECS program management team, align on overall program strategy and priorities to create clear, actionable, team deliverables.
• Support global program alignment through development and improvement of SOPs.

Requirements

• Bachelor's degree in History, Political Science, Criminal Justice, or related areas of study preferred.
• 4+ years GSOC experience gained in a programme management, supervisory, leadership capacity.
• Proficiency in global risk event monitoring, OSINT tactical intelligence, security systems and devices, response and incident/emergency response protocols.
• Strong analytical and problem-solving skills, as well as strong decision-making skills in key scenarios.
• Good at listening to and identifying customer needs, able to work under pressure and to tight deadlines, and able to manage teams in a fast-paced environment.
• Ability to develop and manage programmes, including prioritising tasks, tracking key performance indicators (KPIs), planning, allocating resources, executing, and overseeing progress.
• Proven experience leading teams, including delivering coaching, performance management, and career development support.
• Strong background in serving as a liaison between teams and senior management, with demonstrated ability to ensure quality control and effective communication.
• Experience managing team operations such as staffing, onboarding/offboarding, scheduling, and compliance with organizational processes.
• Demonstrated ability to align team objectives with broader program strategies, including developing and improving SOPs to support global operations.
• Work proactively, have the ability to solve problems, and have a high sense of responsibility.
• Proficient in using office software, with excellent document & technical writing skills.
• Proficiency with data analytics and problem-solving skills.
• Professional verbal and written communication skills.