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'