2 min read | Facilities Management
Introduction
Founded in Denmark as a security personnel provider in 1901, ISS has since evolved into a leading integrated facility services company – delivering cleaning, technical, food and workplace solutions in over 30 countries. It employs over 8,000 employees in Singapore, making it the largest facility services organisation here, and continues to diversify its workforce’s capabilities as part of its growth strategy.
The Solution
To embed sustainability skills within frontline leadership roles, ISS Singapore turned to the CCP for Sustainability Professionals (CCP-S) as a practical pathway. The company redesigned key account management positions to align with sustainability goals, incorporating competencies in carbon accounting, ESG reporting and green procurement. Employees completed the three-month CCP-S programme, which combined classroom instruction, e-learning and on-the-job training.
Highlights of ISS’s Workforce Transformation
- Redesigned key account management roles to include ESG competencies in carbon accounting and green procurement
- Reskilled 15 employees through the Career Conversion Programme (CCP) for Sustainability Professionals (more expected to join)
- Tapped into new business opportunities by introducing data-driven solutions into service delivery
Founded in Denmark as a security personnel provider in 1901, ISS has since evolved into a leading integrated facility services company – delivering cleaning, technical, food and workplace solutions in over 30 countries. It employs over 8,000 employees in Singapore, making it the largest facility services organisation here, and continues to diversify its workforce’s capabilities as part of its growth strategy.
The Challenge
With sustainable operations becoming a core client requirement rather than an add-on, ISS Singapore needed to strengthen its capabilities in ESG-focused facility management solutions. Equipping employees with expertise in an emerging field, however, required more than technical training. Employees need both a strong understanding of energy efficiency and waste reduction, and the ability to translate that knowledge into practical, measurable solutions, tailored to different clients and facilities.
With sustainable operations becoming a core client requirement rather than an add-on, ISS Singapore needed to strengthen its capabilities in ESG-focused facility management solutions. Equipping employees with expertise in an emerging field, however, required more than technical training. Employees need both a strong understanding of energy efficiency and waste reduction, and the ability to translate that knowledge into practical, measurable solutions, tailored to different clients and facilities.
The Solution
To embed sustainability skills within frontline leadership roles, ISS Singapore turned to the CCP for Sustainability Professionals (CCP-S) as a practical pathway. The company redesigned key account management positions to align with sustainability goals, incorporating competencies in carbon accounting, ESG reporting and green procurement. Employees completed the three-month CCP-S programme, which combined classroom instruction, e-learning and on-the-job training.
ISS also established structured career pathways with formalised annual career conversations and mid-year check-ins. Alongside performance reviews, employees are encouraged to indicate interest in reskilling or exploring new roles. “Rather than relying solely on external hires, we prioritise upskilling existing employees so they can grow with us,” said Ms Gina Toh, CEO of ISS Singapore.
The Impact
By successfully embedding sustainability competencies into its business model, the company has enhanced and differentiated its offerings in a competitive market. The results have also delivered significant benefits for its people.
By successfully embedding sustainability competencies into its business model, the company has enhanced and differentiated its offerings in a competitive market. The results have also delivered significant benefits for its people.
Fifteen employees have completed the CCP-S and are now equipped to develop and deliver sustainability-focused facility management solutions. One of them is Mr Fikril Hakim Azril, a key account manager who leads a team of 60, and oversees the operations of multiple facilities. “CCP-S deepened my understanding of ISS’ sustainability practices and capabilities, and why certain initiatives are being pursued,” he said. He now independently leads client discussions on sustainability goals, anticipates client needs and collaborates with vendors to implement sustainability initiatives.
On the ground, employees are implementing carbon-friendly changes across facilities and day-to-day operations such as waste sorting and recycling. The company is also exploring upcycling opportunities, including converting plastic waste into road pavement materials. Strategically, employees benefit from enhanced professional portfolios and skills, while the company retains talent through meaningful career development.
"Reskilling is not just a talent strategy; it's a business imperative. Sustainability is central to our growth strategy, and we recognised early on that our ability to deliver value to clients would depend on the sustainability competencies of our workforce,” says Ms Toh.
Looking Ahead
ISS Singapore's experience demonstrates how targeted reskilling can address both immediate market demands and long-term workforce resilience. By investing in sustainability competencies for frontline leaders, the company expanded and differentiated its service offerings, while creating clearer career pathways for employees. As more employees enrol in the CCP-S, the company is continuing to future-proof its workforce and reinforce its position as a leader in facility services.
ISS Singapore's experience demonstrates how targeted reskilling can address both immediate market demands and long-term workforce resilience. By investing in sustainability competencies for frontline leaders, the company expanded and differentiated its service offerings, while creating clearer career pathways for employees. As more employees enrol in the CCP-S, the company is continuing to future-proof its workforce and reinforce its position as a leader in facility services.
