Job Title
Manager, People Services North America - LOA, Benefits, ER
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 the delivery of HR shared services (LOA, Benefits, and Employee Relations) across multiple countries, ensuring high-quality, consistent service aligned with SLAs and KPIs in a night shift environment.
- Oversee day-to-day operations including case management, escalations, and transactional HR support, ensuring accuracy, compliance, and timely resolution of employee concerns.
- Partner with HR stakeholders to standardize and improve LOA, benefits administration, and employee relations processes while ensuring compliance with local labor laws and policies.
- Manage, develop, and inspire a specialized HR team through coaching, performance management, and succession planning while fostering a high-performance, customer-centric culture.
- Drive continuous improvement of HR systems, processes, and reporting while proactively addressing workplace issues, handling complex ER cases, and enhancing employee experience.
About You:
- Proven experience in HR Shared Services with strong exposure to Leave of Absence (LOA), Benefits administration, and Employee Relations in a global or regional scope.
- Willingness and ability to work in a night shift setup, including flexibility during peak periods or critical business needs.
- Strong leadership and coaching skills, with experience handling escalations, complex ER cases, and performance management (including PIPs).
- Excellent stakeholder management and communication skills, with the ability to collaborate effectively across regions and functional teams.
- High level of integrity and attention to detail in handling confidential data, with strong organizational, analytical, and process improvement capabilities.
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”