GSC Chief Operating Officer

Role Summary

The Global Shared Services Centre (GSC) is our centralised hub that provides specialist support to all IWG countries and functions. It drives efficiency and reduces costs by standardising processes across Finance, HR, Billing, Customer Support, IT and all other core functions.

This job is a key executive job, partnering with the GSC Managing Director, to shape, drive and deliver the operational strategy, ensuring the centre operates as a world‑class, high‑performance engine powering IWG’s growth, efficiency, and innovation.

The COO is both a strategic architect and an operational driver—responsible for ensuring that the GSC continually evolves, accelerates, and delivers value at scale.

Key Deliverables

The COO will have the following objectives;

• By the end of H1 2026, 100% of operational KPIs will have an approved, business aligned definition, with a documented calculation method and RAG thresholds.
• From the end of Q3 2026, all KPIs must remain “Green”. For any KPI that moves to “Amber” or “Red”, root cause actions must be completed within 5 business days to return the KPI to “Green”.
• Consistently achieve strong NPS scores from stakeholders.
• Improve employee engagement scores and increase the number of internal moves and promotions.
  
  
  

Duties And Responsibilities

Strategic Leadership

• Co‑lead the GSC with the Managing Director, holding operational ownership of the centre’s performance and strategic direction.
• Define and execute the operational vision for the GSC as a critical hub that supports the delivery of IWGs strategic objectives.
• Drive continuous improvement, automation, and digital transformation to unlock efficiency, scalability, and innovation.
• Establish ambitious KPIs and performance standards to ensure excellence and cost effectiveness across all service lines.
  
  
  

Operational Management

• Oversee the GSC’s day‑to‑day operations across all shared service functions.
• Undertake root-cause analysis to uncover the fundamental issues with our processes. Put in place, and execute, plans to resolve issues, significantly improving time and quality metrics.
• Ensure operational governance, compliance with global standards, and adherence to local regulations.
• Implement best‑practice frameworks in process design, service quality, risk mitigation, and operational control.
• Champion innovation, technology, and data‑driven decision‑making to evolve the GSC into a next‑generation shared services organisation.
• Use AI and automation tools to increase efficiency and reduce costs.
  
  
  

People & Culture

• Clearly communicate plans and decisions, lead engagement activities, and ensure we have a highly motivated team.
• Lead and inspire a workforce of over 1,000 people.
• Drive a culture of accountability and ensure performance is robustly managed to drive improvements in service metrics.
• Encourage innovation to consistently improve processes.
• Partner with HR to attract exceptional talent and build strong leadership pipelines across the GSC.
• Identify talent and drive retention of high performers, whilst addressing under-performance.
• Be highly visible and strengthen communication with global teams to enhance collaboration and delivery of results.
  
  
  

Stakeholder Engagement

• Function as a key executive liaison between the GSC and IWG’s global leadership teams.
• Build robust, strategic relationships with senior stakeholders to understand needs, anticipate challenges, and deliver tailored solutions.
• Ensure the GSC’s contributions are consistently represented, recognized, and integrated into IWG’s global strategy.
• Serve as a visible leader and ambassador for the Manila centre in global forums and internal governance structures.
  
  
  

Qualifications And Experience

• Proven track record in senior operational leadership roles, ideally within global shared service centres or multinational corporations.
• Extensive experience driving operational efficiency, transformation, and large‑scale performance improvement.
• Driven to consistently achieve targets and improve customer service to both internal and external stakeholders.
• Demonstrated ability to evaluate, restructure, and build high‑performing management teams in fast‑moving, complex environments.
• Exceptional leadership capability, with strength in operational control, strategic execution, and organisational transformation.
• Strong communicator and influencer able to lead through change, build trust, and inspire teams at all levels.
• Highly resilient and strong at prioritization.
  
  
  

About The Company

International Workplace Group plc 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 6,000 locations across over 120 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.

Carbon Neutral Workplaces

IWG’s purpose of helping everyone have a great day at work, while protecting people and the planet is

at the heart of everything we do. We are proud to supply all of our customers worldwide with carbon

neutral workplaces, and we have a strong climate action plan in place to help us achieve our objective

of Net Zero emissions by 2040.

Join us at www.iwgplc.com

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