Ashish Bhola

• Led a global 24/7 Trust & Safety Operations team responsible for incident response, traveler safety, event monitoring, risk escalations, and operational security, upholding core values of integrity, vigilance, and excellence.
• Monitored global alerts, geopolitical developments, natural disasters, and security intelligence to detect emerging threats impacting travelers and business operations.
• Served as the primary escalation lead during global crises, coordinating cross-functional bridge calls with Security, Legal, Product, Engineering, CX, and Communications teams.
• Managed large-scale global security and crisis-readiness programs using project management best practices, defining scope, objectives, deliverables, timelines, and communication strategies.
• Developed and implemented standardized global security processes, SOPs, runbooks, escalation matrices, and operational playbooks, improving consistency and reducing risk exposure.
• Created and delivered high-quality security documentation, incident reports, travel risk assessments, guidelines, process flows, and executive-ready presentations.
• Partnered closely with Product & Engineering teams to design and automate operational and security workflows, including the Disruption Operations Console, enhancing response efficiency and monitoring accuracy.
• Coordinated and scheduled global safety programs, readiness exercises, cross-regional operational activities, and security projects with internal and external stakeholders.
• Maintained detailed project plans, risk logs, timelines, and documentation, ensuring accuracy, compliance, and audit readiness.
• Conducted comprehensive risk assessments, threat analysis, and geopolitical scans, particularly across APAC, to inform security planning and crisis decision-making.
• Acted as a subject matter expert for digital tools and security monitoring platforms, ensuring reliable alerting, incident tracking, and automated workflow management.
• Delivered security awareness training, crisis protocols, and operational guidance to regional teams and new joiners, strengthening preparedness and global consistency.
• Collaborated with stakeholders across multiple regions to support business resilience, security compliance, and alignment to global safety standards.
• Proactively identified operational and security risks, process gaps, and vulnerabilities; drove mitigation plans, corrective actions, and long-term improvements.
• Demonstrated strong stakeholder management, cross-cultural communication, and relationship-building with global offices and leadership partners.
• Applied strong time-management and prioritization to manage concurrent security projects, crisis escalations, and operational workflows under tight deadlines.
• Recognized for calm leadership, attention to detail, ethical decision-making, and execution excellence during high-pressure global incidents.

• Improved early threat and crisis detection by integrating global data sources, reducing escalation time by 25%.
• Strengthened operational resilience by implementing automated workflows and standardized security processes across multiple workstreams.
• Delivered consistent, high-quality incident reporting and executive communication during major global security events.

• Monitored global traveler operations to detect and mitigate fraud, service disruptions, and emerging risks.
• Conducted root-cause and impact analysis for high-severity incidents, presenting findings to Global Crisis and Security Operations teams.
• Collaborated with cross-functional teams to ensure business continuity and rapid response during large-scale disruptions.
• Managed sensitive traveler and operational data with discretion, maintaining compliance with privacy and risk management standards.
• Created intelligence-driven dashboards and escalation trackers using Power BI, Excel, and SQL, improving executive visibility and decision-making.

Key Achievements:

• Developed analytical frameworks that strengthened fraud detection and operational risk mitigation.
• Supported end-to-end crisis coordination between Security, Operations, and Legal teams, ensuring minimal traveler impact.

• - Managed analytics, business reporting, and root cause analysis for Tier 3 global escalations (Legal, Privacy, Social Media).
• - Designed and maintained Tableau dashboards tracking escalations, SLAs, and service failures.
• - Acted as a liaison with Learning & Development and partner vendors for operational training.

Key Achievements:

• - Developed VBA-driven Excel templates, reducing reporting time by 40%.
• - Improved cross-team communication channels, enhancing SLA compliance rates.

• - Led a team handling high-severity escalations from legal, press, and executive channels.
• - Managed queue performance, quality reviews, and daily reporting.
• - Conducted training and feedback sessions to enhance issue resolution quality.

• - Investigated and resolved escalations from executive, legal, and public sources.
• - Maintained a 95% customer satisfaction rate while handling complex service recovery cases.