About this role
Job Title Senior People Services Advisor, North America Job Description Summary The Senior People Services Advisor Is directly responsible for audit and compliance activities, training of PSA/JPSA roles, managing case escalations and the delivery of continuous improvement initiatives across the country/region. Job Description
• Resolve escalated HR cases with minimal supervision • Partner with HR People Partners and COEs on strategic initiatives and policy interpretation • Escalate and collaborate with HR People Partners and COEs on cases on complex case scenarios as needed • Adhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standards & be able to analyze trends and recommend improvements and enhancements • Contribute to process improvement initiatives and knowledge base, process documentation or standard operating procedure updates • May be asked to participate in system enhancement testing and provide feedback as needed • Audits the work of Junior HR Advisors & HR Advisors and reviews the completeness and accurate employee records in Workday • Ensures compliance with Data Privacy & Retention policies • Lead internal HR audits and ensure compliance with local labor laws and internal policies • Conducts Root-Cause Analysis reviews as needed • Support team initiatives and escalate issues appropriately • Mentor Junior HR Advisors & HR advisors and support their development • Provide guidance and conducts trainings for improvement of less experienced employees • Effective coordination with HR Partners, COEs and other internal stakeholders • Foster a collaborative and learning focused team environment • Leads or represents People Services on projects for process improvement or alignment • Represent People Services in cross-functional projects and governance forums. • Proactively review workplace systems / processes to innovate and continuously improve the business performance and workplace experience • Performs other duties as requested by your direct manager • Occasional requirement to work extended hours during peak times or to assist with major functions/events • Development of operational standards / playbooks / operating manuals for all aspects of the business • Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour which is inconsistent with agreed standards • Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation • Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions • Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities • Actively participate within a community or practice group by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield • Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients and staff is available • Comply with Cushman & Wakefield policy
Background & Experience
• Bachelor’s degree (preferred) in Human Resources, Psychology, Business or related field >3 years of professional or related experience with demonstrated ability to handle sensitive employment information (or any similar combination of education and experience)
• Requires demonstrated competence of HR knowledge or experience • Demonstrates critical thinking, exceptional interpersonal skills, and problem solving ability • Solid experience in interpreting policies and procedures • Ability to work independently with minimal supervision and demonstrate ownership of job tasks • Strong analytical, communication, and stakeholder management skills.
Qualifications & Technical Skills
• Intermediate proficiency in HR Systems (e.g. Workday) • Intermediate proficiency in navigation of case management tools or ticketing system • Solid understanding of employee lifecycle processes • Demonstrated experience in audit, compliance, policy development and process improvements • Attention to Detail
• Planning & Organization • Time Management • Communicate Effectively • Systems & Data Management
Organisational Core capabilities:
• DRIVEN: We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities. • RESILIENT: We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes. • INCLUSIVE: We value curiosity and collaboration. We seek out different perspectives, listen actively and turn feedback into solutions. • VISIONARY: We foster forward thinking. Our continuous quest for improvement is guided by our desire to design a better future for our colleagues, clients and communities. • ENTREPRENEURIAL: We act like owners. We are resourceful, creative, and agile, and we balance competing needs to create impactful solutions for the real estate industry.
INCO: “Cushman & Wakefield”