Business Unit Operations Director

We are seeking a Business Unit Operations Director - Financial Services to lead a significant portfolio of Financial Services client accounts within the UK&I Financial Services segment. This senior leadership role carries full P&L responsibility for a portfolio of approximately £100m and is accountable for portfolio performance, client retention, commercial growth, operational excellence, and the leadership of account teams.

Reporting to the Segment Director - Financial Services, you will play a key role in delivering the future Financial Services operating model, bringing together the client, wider Financial Services and Livv into one integrated segment. You will work closely with Key Account Directors, Key Account Managers, Portfolio Management, Commercial, Finance, People & Culture, HSEQ, Business Analysis/WFM and wider UK&I functions to drive growth, performance and transformation.

Key Responsibilities

• Take full ownership of portfolio financial performance, including P&L accountability, budget delivery, margin improvement, risk management and governance.
• Develop and execute a 1-3 year business unit strategy aligned to Financial Services and UK&I objectives.
• Drive portfolio growth through client retention, account expansion, pipeline development and commercially disciplined service delivery.
• Lead commercial transformation initiatives focused on margin improvement, value-added services, cost control and revenue quality.
• Build and maintain senior client relationships, providing executive-level engagement and strategic account leadership.
• Ensure consistent operational excellence across mobilisation, transition, transformation, compliance, service delivery and continuous improvement activities.
• Use data, workforce planning and performance insights to improve productivity, forecasting accuracy, labour efficiency and business decision-making.
• Lead, coach and develop high-performing teams, building talent pipelines, succession plans and a strong people-first culture.

Professional and Personal Competencies/Qualifications

• Proven experience leading complex, high-value account portfolios across multiple sites and stakeholder groups.
• Strong commercial and financial management capability, including budgeting, forecasting, contract governance and margin improvement.
• Experience within facilities management, workplace services, business services, outsourcing, property services or a related operational environment.
• Strong understanding of key account management, client retention, contract change management, service improvement and portfolio growth.
• Confidence engaging with senior client stakeholders and executive-level decision-makers.
• Ability to lead through ambiguity, manage complex portfolios and make effective decisions in a fast-paced environment.
• Experience developing senior operational leaders, with a strong track record in coaching, succession planning and team development.
• Strong collaboration skills with the ability to work effectively across Commercial, Finance, People & Culture, HSEQ, Operations Performance, Projects and support functions.
• Data-driven approach, using insight to influence strategy, operational performance and commercial outcomes.

The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families.

ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.

ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.