Manager, People Services North America

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”