Redefining workplace value in financial services

In the dynamic world of financial services, where both agility and precision are critical, the workplace is more than just a physical space — it’s a strategic asset that can drive performance, enhance brand reputation, and foster employee and client satisfaction. 

At ISS, we’re redefining our services by partnering with clients to create bespoke workplace solutions that deliver measurable value. Ali Hulley and Matt Chart, both of our banking and financial services team in the UK, are at the forefront of this move, working collaboratively with banking customers to turn workplaces into engines of growth.

A strategic partner in a high-stakes sector

According to the UK Government, in 2023, the financial services sector contributed more than £208 billion to Britain’s economy — equivalent to 8.8% of its total economic output. Yet, in an industry where regulatory compliance, talent retention, and client trust are paramount, the workplace must do more than function — it needs to inspire and perform. Ali Hulley explains, “Our role isn’t just to maintain workplaces; it’s to unlock their potential as tools for business success.”

At ISS, we challenge the traditional outsourcing model, which often focuses narrowly on cost and compliance. Instead, we design tailored commercial frameworks that align with our clients’ strategic goals. “We don’t see facilities management (FM) as a cost centre,” says Matt Chart. “It’s a catalyst for enhancing productivity, retaining talent, and elevating client experiences.  Creating moments the matter.”

Maximising investment in people and places

With a laser focus on productivity and efficiency, many financial institutions face significant challenges in securing investment for their workplaces, due to the high-stakes and heavily regulated nature of the sector These investments aren’t made lightly — they’re strategic, enterprise priorities aimed at attracting top talent and asserting brand credibility in a fiercely competitive market. 

After all, recent studies have concluded that workplace satisfaction can boost productivity by up to 12%. At ISS, we have the data to evidence to our customers that the investment they’re making is worthwhile. We ensure that such investments deliver maximum return by optimising every aspect of the workplace experience.

For one leading financial institution, Ali and her team developed a performance model that prioritised employee wellbeing and client sentiment. “We co-created KPIs that went beyond operational metrics,” she recalls. “We tracked client satisfaction scores and employee engagement, ensuring the workplace reinforced the organisation’s reputation and supported talent retention.”

The result? Higher employee satisfaction and lower turnover — without increasing expenditure. And, when the average cost of replacing top financial services talent comes to about £30,000, the financial impact is profound.

Redefining value through collaboration

Our approach is deeply collaborative, rooted in understanding each client’s unique needs. “We start by listening,” says Matt. “Every client has different priorities — whether it’s ESG performance, cost optimisation, or client experience—and we build solutions that reflect those goals.” For a major banking client, ISS designed a model that balanced cost efficiency with service excellence, embedding innovation to future-proof operations. This included flexible space utilisation strategies that improved portfolio efficiency by 15%, according to internal client data, without compromising quality.

This focus on outcomes extends to sustainability, a growing priority in financial services. A 2024 report by the University of Cambridge highlighted that 78% of UK financial firms now prioritise ESG metrics in their operations. ISS integrates these priorities into our frameworks, helping clients enhance their environmental performance while maintaining regulatory confidence and brand integrity.

Turning workplaces into high-performance spaces

By aligning our success with our clients’—whether measured through Net Promoter Scores (NPS), talent retention, or cost-per-square-foot—ISS ensures that FM becomes a strategic lever. Ali reflects, “A well-designed workplace doesn’t just support your business; it advances it.” From optimising workspaces to drive productivity to creating client-facing environments that reflect brand values, our solutions are built to deliver real-world impact.

Why ISS?

What sets ISS apart is our commitment to partnership. We bring industry-specific expertise, a focus on measurable outcomes, and a dedication to protecting our clients’ reputations. As Matt puts it, “We’re not here to fix things; we’re here to fix models that don’t serve the future.”

In a sector where every decision counts, ISS is the partner that helps financial institutions unlock the full potential of their workplaces. Let us work with you to build a strategy that powers growth, reflects your values, and drives success.