The Instant Group are hiring!
Our purpose at The Instant Group is to help our clients to move their business forward faster! We are a workspace innovation company that rethinks workspace on behalf of our clients. Using our market leading data, we find, create, deliver and manage bespoke workspace solutions. We put our customers’ business at the heart of the solution and specialise in injecting agility and flexibility to reduce cost and drive enterprise performance.
In 2022 The Instant Group merged with key digital assets of IWG. This exciting merger combines the digital know-how, content, technology, team experience and customer base and creates the definitive flexible workspace marketplace for workers, corporates and workspace owners. Our newly enhanced marketplace will serve more than 250,000 businesses in 175 countries, operating 24/7 through an integrated platform in more than 40 languages. This radically enlarged marketplace will provide data and market choice that will enable “work from anywhere” plans for multi-national companies through to sole employee start-ups. With more than 25,000 flexible workspace centres listed, the merger will offer the greatest access yet to the full extent of the flexible workspace market.
The Instant Group is a dynamic workplace with a culture of connectivity. We solve challenges and grasp opportunities together whilst supporting one another. Our common purpose glues the organisation together to ensure that everyone is pulling in the same direction with a truly client-centric focus. We are very proud of our differentiated client approach and exceptional people and are committed to offering a great place to build a career. As a result, we have won the ‘Best Places to work in Property’ award and are continuously featured in the ‘Sunday Times HSBC international Track 200’.
Who are we hiring?
Reporting to the Senior Director - Operations, this role is senior lead across the Instant Group Operations Team. Responsible for delivering client excellence across Facilities Management and Operations. Within the role, you will be expected to have a clear understanding of the industry sector, client needs and contractual terms. You will also be responsible for leading the profitable delivery of Instant Group operations, whilst creating competitive advantage for both the client(s) and Instant Group. The role will be FM/Operational based and will require a strong individual from the industry. You will be responsible for a large team of Facilities/Operations professionals and will lead the strategic vision of the team.
What will you be responsible for?
Client Relationship Management
Manage clients proactively and professionally, ensuring their expectations are not only met, but also exceeded-
Seek to position Instant Group as a strategic partner of the customer, through proposing business solutions that add value and competitive advantage to the customer’s business and enhance its performance and reputation
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Take a leading role in development of operational strategic plan, anticipating customer needs and engaging the wider Instant Group business to create compelling solutions and options
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Identify and develop effective relationships with key clients, decision makers and influencers. Map and engage new contacts to further penetrate the organisation
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Develop an in-depth understanding of customers' challenges and influence Instant Group’s strategy accordingly, to enable us to anticipate and respond to client’s current and future needs
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Resolve issues escalated by the client and communicate effectively to our global teams
Operational Management
Management, leadership, and development of a large service team across a diverse portfolio and client base-
Develop and lead Operations strategic plan, take ownership to ensure the plan is relevant and the team have the required skills and knowledge to achieve successfully
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Ensure the effective delivery of all contracted client’s deliverables (this will include the full range of Hard and Soft FM services)
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Review operational and client issues at sites and troubleshoot significant operations/service delivery issues
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Accountable for all operational, compliance and financial risk areas, implement necessary controls and ensure regular independent audits. Escalate and attempt to mitigate any high risks in both the clients’ and Instant Group’s organisations
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Ensure the continuous review and improvement of client metrics and reports, including the compilation and presentation of global MI
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Lead / coordinate initiatives (e.g. best practice, playbooks/methodology MI, innovation, cost savings, performance, customer satisfaction and quality)
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Matrix manage regional teams to deliver solutions - create a culture of ‘one-client-team’
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Build relationships with key vendors and ensure they are satisfying the business needs of the client base
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Define service level agreements and drive performance through continuous improvement methodologies to meet/exceed these at all times
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Define the requirement and development of any client-specific solutions
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Lead / coordinate new service implementations
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Ensure all ad-hoc projects at client sites are managed professionally, on time and on budget
Financial Management
Ensure operational supply chain deliver withing agreed commercial structure-
Creation of initial account budgets and costs for all service lines
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Manage the budgeting and forecasting processes and be accountable for overall financial performance of the account
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Ensure direct reports understand financial targets and support their achievement
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Ensure a structured plan for profit enhancement is in place and monitor closely for performance
People Management and Development
Work closely with all levels, including senior and executive management, managers, and staff at client sites and within global and regional corporate offices-
Manage the selection, induction, development, retention, motivation and performance management of direct reports and wider Operations team
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Establish credibility with direct reports, communicating effectively and ensuring a two way process for sharing information is in place
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Manage the succession planning and development process for site-based management and other key roles
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Define and manage the global communications structure and processes
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Ensure feedback from the teams and Employee Opinion Survey is acted upon and plans for change resulting from the feedback are communicated effectively across the employee base
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Ensure all Human Resources matters are managed effectively and consistently
What are we looking for?
Strong background in FM/Workplace/Operations and proven track record of strategic delivery-
Significant experience and a proven track record of being a recognised leader and manager of people
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A natural consultative approach with the ability to form strong working relationship through gravitas, an engaging personality and business credibility
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Proven track record of growing volume, profitability and client satisfaction
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Proven track record of developing strategic solutions
What's in it for you?
Competitive pay scales reviewed annually-
Discretionary annual company bonus
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Private healthcare and life cover
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Hybrid working with a focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
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Flexible working options
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Bespoke training programmes
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Lots of learning and self-development opportunities on our bespoke ‘Instant Learning’ portal
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Reward Gateway (discounts!)
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Wellbeing Centre
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Global Employee Assistance Programme
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Brilliant colleague recognition scheme that leads to quarterly and annual ‘let’s celebrate’ awards with great prizes
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Generous referral scheme
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Laptop / tech provided
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Early finish on a Friday!
At The Instant Group, people are our number one priority alongside our clients. We are committed to encouraging diversity, equality and inclusion and providing equal opportunities in all aspects of employment. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. As such, when hiring or promoting from within, we look for people with different experience from a wide variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity.
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