Senior People Services Advisor, North America

Job Title

Job Description Summary

Job Description

The Senior People Services Advisor ensures the effective execution and day to day delivery of HR query management across all employee lifecycle processes within the country/region.

• 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

Organizational 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.