Operations Director

About the company

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.

Join us at www.iwgplc.com

Job Purpose

The Operations Director is responsible for maximising the efficiency of our business centres so we deliver fantastic customer service. Our processes should be continually re-engineered to make them simpler for our customers and staff so we can add new centres quicker and more cost effectively. This person will be a highly organised, creative problem solver who is commercial, continually thinks of the customer and successfully completes projects.   

Key Responsibilities

• Simplify and standardise – communicate changes to operating model procedures, policies & support documentation and coach individuals as needed. 
• Provide Excellent customer service – identify problems and ensure plans are in place to remedy them. 
• Troubleshoot major issues – travel as needed to locations where there are significant issues that cannot be remedied remotely. 
• Continuous improvement - conduct “virtual” round table discussions with centre team members to identify issues that need resolving (stop, automate, train).  
• Team – manage performance through others.

Required Skills, Experience & Qualifications

• Enthusiastic – always has a positive attitude for your customers.  
• Resilient – enjoys challenges and adapts to change; consistently demonstrates energy and passion. 
• Pride – pays attention to detail; takes responsibility for maintaining high standards. 
• Motivated – takes ownership and acts decisively to solve problems and deliver results. Makes every minute of every day count. 
• Critical thinking – provides objective analysis and evaluation of complex issues to form a judgement. 
• People focused –supports and encourages others, leads by example and provides feedback to improve performance.