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'