Job Title

Manager, People Services North America

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

To ensure the consistent, efficient, and compliant delivery of People Services across the region—enabling operational excellence and alignment with both global and local standards—while fostering a team culture where every member understands and supports the business goals and priorities of their area.

Ensure consistent, high-quality delivery of HR services across the countries managed.
Overseeing a customer-focused administrative/transactional function that meets SLAs and KPIs
Work alongside other People Services leaders to continuously develop & improve the shared service team
Ensuring the effective management of logged cases and ensuring the work of the team meets the required standards
Providing input to all HR teams for updates and upgrades to products and systems
Maintaining confidential department records and office files in accordance with internal company procedures
Creating/editing written communications, reports, or other items on a daily basis
Maintaining direct ownership of tasks/projects
Developing, maintaining, and continuously improving processes, systems and technology, measurement practices, and metrics reporting for the broader People community
Partner with relevant key HR stakeholders to manage and develop standardized processes and procedures across the region, ensuring team compliance of local legislations
Build strong relationships with internal customers
Effectively dealing with escalated queries, ensuring any issues are dealt with in a prompt and professional manner
Building, maintaining and leading a specialized team through effective recruiting, training, coaching, team building, and succession planning
Creating and maintaining a culture that inspires and empowers the team
Ability to handle difficult conversations related to PIP or business initiatives that impact the local teams
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
Review 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 holder
> 5 years of experience working in HR operations with at least 4 years as a People Manager
Excellent understanding of HR issues, processes and procedures
In depth knowledge of transactional processes to enable interpretation for policy and guidance to customers
Knowledge of and experience with HR Services, including workflows / processes, hire to retire
Experience of working in a customer-focused environment, ideally working to SLAs
Experience of managing a team and ability to demonstrate achievement of performance and efficiency benefits through coaching and people development
Experience of delivering excellent employee engagement across a team
Excellent verbal and written communication skills
Ability to balance demands and priorities
Ability to proactively identify opportunities to improve the service
Experience of working within a large and diverse organization
Experience of working with ServiceNow and Workday or other similar HR technology is desirable
Strong customer service skills
Demonstrates critical thinking
Effective interpersonal skills and problem-solving ability

Qualifications & Technical Skills

Intermediate proficiency in an HCM system (e.g. Workday)
Intermediate proficiency in navigation of case management tools or ticketing system
Proven track record of analyzing complex datasets to deliver actionable insights and measurable results
Proven ability to identify variation and gaps, redesign workflows, and drive adoption of best practices and standard work across the team
Attention to Detail
Planning & Organization
Time Management
Financial Acumen

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'