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
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.
INCO: “Cushman & Wakefield”
