Job Title
People Services Advisor, North America
Job Description Summary
This individual will act as a point-of-contact for Tier 1 employee lifecycle inquiries with moderate complexity which include but is not limited to Data, Job, Personal Information Changes, Payroll, Compensation & Benefits, Regulatory & Compliance, Employee Relations, Talent Acquisition, Talent Management and HRIS or HR Systems. The HR Advisor will be responsible to coordinate and maintain the full employee life cycle within the standard company processes and various platforms for moderately complex queries.
Job Description
This individual will act as a point-of-contact for Tier 1 employee lifecycle inquiries with moderate complexity which include but is not limited to Data, Job, Personal Information Changes, Payroll, Compensation & Benefits, Regulatory & Compliance, Employee Relations, Talent Acquisition, Talent Management and HRIS or HR Systems. The HR Advisor will be responsible to coordinate and maintain the full employee life cycle within the standard company processes and various platforms for moderately complex queries.
- Respond to Tier 1 with moderately complex HR queries via case management tool (HelpHub), email, or teams or appropriate regional channels
- Communicate and distribute processes, policies, and other relevant documentation to employees to resolve the query/ issue and be able to explain and provide additional information or guidance as needed
- Provide guidance and support with lifecycle employee transactions in Workday via Manager or Employee self-service (MSS, ESS)
- Be able to provide quality and consistent policy interpretation & escalate complex or out of standard queries to Senior People Services Advisors and or internal stakeholders/process owners as needed
- Assist in drafting standard HR reports and/or basic letters requiring minimal changes to the prescribed templates
- Maintain high customer satisfaction scores
- Adhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standards
- Accurate execution of onboarding, offboarding and employee lifecycle transactions
- Zero-error data entry in HRIS systems and Zero data breach
- 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
- Ensure completeness and maintain accurate employee records in Workday
- Maintain data in HRIS (Workday) relating to employee lifecycle transactions such as Hiring & Onboarding, Transfer, Promotion, Job change, Compensation change, One-time Payment, Time off and Leave of Absence, Contract Extension, Visa changes, Personal Information changes, Bank Account changes, and Terminations
- Compliance with Data Privacy & Retention policies
- Support team initiatives and escalate issues appropriately to Senior HR advisors for out of standard queries
- Mentor Junior HR advisors and support their development
- Effective coordination with HR Partners, COEs and other internal stakeholders
- Foster a collaborative and learning focused team environment
- Willing to 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
- Assisting with the development of operational standards / playbooks / operating manuals for all aspects of the business
- Articulate and live the Cushman & Wakefield culture, model organizational values and required behavior and hold others (employees and peers) accountable for their actions by identifying and acting on behavior 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 organization
- 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
- >18 months of professional or related experience with demonstrated ability to handle sensitive employment information (or any similar combination of education and experience)
- Enjoy working in a fast-paced environment
- Organized; detail oriented; versatile
- Demonstrates critical thinking, good interpersonal skills, and problem-solving ability
- Experience in interpreting policies and procedures
- Demonstrates strong verbal/written communication skills
- Demonstrates sense of urgency, prioritization, flexibility, and adaptability
- Proven record of excellent internal and external customer service
- Ability to work independently with minimal supervision and demonstrate ownership of job tasks
Qualifications & Technical Skills
Intermediate proficiency in HR Systems (e.g. Workday)
- Intermediate proficiency in navigation of case management tools or ticketing system
- Ability to manage and prioritize multiple cases effectively
- Experienced with use of MS Office (Excel, Word, Outlook)
- Solid understanding of employee lifecycle processes
- 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”