Job Title
Manager, People Services North America (Night shift)
Job Description Summary
Oversees People Services operations sub-processes across a number of countries or processes, directing a dedicated team of Team Leads, Senior People Services Advisors, People Services Advisors and Talent Acquisition Coordinators. Accountable for managing Human Resources operations including Talent Acquisition coordination, ensuring delivery of customer-focused Tier 1 (and sometimes Tier 2) People processes and achievement of SLAs. Drives continuous improvement initiatives—including process automation—and leads the transition of processes from onshore People Teams, Centers of Excellence, and People Services teams.
Job Description
About the Role:
- Lead and ensure consistent, high-quality delivery of HR shared services across multiple countries, meeting defined SLAs and KPIs.
- Oversee daily operations including case management, administrative processes, reporting, and continuous improvement of HR systems, processes, and service delivery.
- Partner with HR leaders and stakeholders to standardize processes, ensure compliance with local legislation, and implement service enhancements across the region.
- Manage, coach, and develop a high-performing team through recruitment, training, succession planning, and fostering a culture of accountability and engagement.
- Handle escalations and complex issues professionally while maintaining strong relationships with internal customers and driving a customer-focused service environment.
About You:
- Proven experience in HR shared services or operations leadership, with strong knowledge of service delivery models, KPIs, and continuous improvement practices.
- Strong leadership and people management skills, including coaching, performance management (e.g., PIPs), and team development.
- Excellent stakeholder management and communication skills, with the ability to influence and collaborate across multiple HR functions and regions.
- High level of professionalism and discretion in handling confidential information, coupled with strong organizational and process management skills.
- Ability to work in a fast-paced environment, manage multiple priorities, handle escalations, and adhere to company policies, compliance, and health & safety standards.
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Why join Cushman & Wakefield?
As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;
- Being part of a growing global company;
- Career development and a promote from within culture;
- An organisation committed to Diversity and Inclusion
We're committed to providing work-life balance for our people in an inclusive, rewarding environment.
We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities.
We have a vision of the future, where people simply belong.
That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, sex, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status.
We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.
INCO: “Cushman & Wakefield”